Design a customer support ticketing system

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System design Medium Airbnb #queues#workflow#search
Problem

Customers open tickets by email, chat or web; agents get them routed by skill and priority, with SLAs, escalation and full history.

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Endorsed by · 14 minutes ago

Design a customer support ticketing system

We are building the support desk behind a marketplace like Airbnb: guests and hosts contact support by email, live chat or a web form; each contact becomes a ticket that is routed to an agent with the right skill at t...

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