1. Ticket Creation (Core Entry Point)
Why compulsory?
Without ticket submission, there is no system.
MVP Features
Customer can create a ticket via form


Required fields:


Subject


Description


Category


Priority (Low / Medium / High)
Attachments


Auto ticket ID generation


✅ Every support workflow starts here.

2. Customer Information Capture
Why compulsory?
Support must know who raised the issue.
MVP Features
Customer name


Email/phone
Authentication
Company (optional)


Ticket history per customer


✅ Helps track repeat issues.

3. Ticket Status Workflow (Non-Negotiable)
Why compulsory?
Tickets must move through resolution stages.
MVP Statuses (Static)
Open


In Progress


Waiting on Customer


Resolved


Closed


✅ Ensures accountability.

4. Ticket Assignment (Support Agent Routing)
Why compulsory?
Tickets must go to the right person.
MVP Features
Assign ticket to support agent


Reassign ticket if needed


Agent view: "My Tickets"


✅ Prevents tickets from being lost.

5. Internal & Customer Communication Thread
Why compulsory?
Support requires conversation history.
MVP Features
Reply thread inside ticket


Two types of comments:


Customer reply


Internal note (staff-only)
Saved reply


Attach files (optional minimal)


✅ Keeps all communication in one place.

6. Priority & SLA Basics
Why compulsory?
Urgent issues must be handled first.
MVP Features
Ticket priority levels:


Low


Medium


High


Critical (optional)


Sorting by priority + oldest first


✅ Helps teams focus.

7. Notifications (Essential)
Why compulsory?
Without alerts, tickets will be missed.
MVP Notifications
Customer notified when ticket created


Agent notified when ticket assigned


Customer notified when ticket updated/resolved
Notification list section


(Email notifications are enough for MVP)
✅ Drives response behavior.

8. Support Agent Dashboard (Minimum View)
Why compulsory?
Agents need a workspace.
MVP Dashboard
Total open tickets


Tickets assigned to me


Overdue/high-priority tickets


Filters:
By status


By priority


By customer


✅ Enables daily operations.

9. Basic Roles & Access Control
Why compulsory?
Support systems are multi-user.
MVP Roles
Admin


Support Agent


Customer/User


Permissions:
Customers only see their own tickets


Agents see assigned or all tickets (configurable)


✅ Prevents data leakage.

10. Reports (Very Basic)
Why compulsory?
Management needs support visibility.
MVP Reports
Tickets created vs resolved (weekly/monthly)


Average resolution time (basic)


Open tickets by priority


Export to Excel/PDF (optional)
✅ Support performance tracking.


11. Real-time messaging and Notification