Home#

This is the user and code documentation of the Smart issue retrieval application - SIRA.

The documentation is split into several parts:

1. Home: this page
2. User guide: for SIRA final users
3. Administrator guide: for people managing the servers and installing or updating of SIRA
4. Developer guide: for developers extending SIRA
5. About: basic information about SIRA
6. Changelog: releases description

Purpose and motivation#

SIRA is an interactive web application (front- and back-end) that allows customer support professionals (CSPs) to resolve support tickets (issues). SIRA aims to do that quickly and with little developer intervention, complementing the existing customer support issue tracking application in use at Nicelabel d.o.o.

Currently, CSPs frequently contact the development team for help with the issues. Often multiple issues contain similar questions or refer to the same problem. Therefore the CSPs contact the development team multiple times regarding the same problem.

This project aims to reduce question duplication for developers and improve CSPs' response time by allowing the CSPs to use smart search to find older resolved issues that are referring to a similar problem. With the help of already solved issues, a CSP can avoid contacting the development team for assistance and successfully solve the problem on its own.

Future#

At the same time, the CSPs will be associating issues with keywords and marking individual emails in older similar issues as relevant to solving the current issue.

Thus this application will also be used to gather data about useful responses and keywords associated with each issue. The gathered data will be used in the future to develop a more automated application that will provide better search functionality. The data may also be analyzed to provide more insight, such as what are common types of issues and how they are usually resolved. The data analysis and dashboards are, however, not the subject of this project.