Design
Customer Support Ticketing System
Design a support ticketing system (like Zendesk) handling ticket creation, assignment, SLA tracking, and escalation.
01 - Why interviewers ask this
SLA-driven workflows are a clean test of state machines with time-based escalation — interviewers check whether deadlines are computed once and monitored, not recalculated ad hoc.
02 - Where this system exists in the real world
You interact with this design every day.
Zendesk / Freshdesk / Intercom support platforms
IT helpdesk ticketing systems
B2B customer success case management
03 - What you'll master
Solve this once. Know it forever.
Model ticket status as a strict state machine
Compute and monitor SLA deadlines
Design fair agent assignment/routing
04 - What you'll design
6 functional · 2 non-functional requirements.
Create a support ticket from a customer inquiry
5 more requirements inside
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05 - Companies that ask this
You may face this exact question in your next interview.
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