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Ticket System, Knowledge Base, and Escalation Design — Crypto Exchange Customer Support Infrastructure — Ticket System, Knowledge Base, and Escalation Design
Customer support for a crypto exchange is unlike standard SaaS support — users may have locked funds, failed deposits, or suspected fraud. Every support ticket has financial stakes. Here is the infrastructure that handles this correctly.
Knowledge base (how-to articles, FAQ). Status page (real-time system status, incident history). AI chatbot (common queries: deposit timing, withdrawal status). Account self-service portal (transaction history, export statements).
Ticket-based support (Zendesk or similar). Response SLA: 24 hours standard, 4 hours VIP. Training: deposit/withdrawal status, basic KYC, general platform. Cannot: access funds, modify transactions, override compliance.
Complex technical issues (blockchain transaction investigation). Compliance-adjacent (KYC escalations, suspicious account review). Response SLA: 4 hours standard, 1 hour for potential compromise. Has: blockchain explorer access, limited account investigation tools.
Active compromise investigation. Fraud pattern analysis. Regulatory inquiry response. 24/7 on-call rotation required.
#1 — Deposit not credited (40% of tickets): User sent crypto to deposit address, did not receive credit. Common causes: insufficient confirmations (still pending), wrong network (USDC on Polygon sent to Ethereum address), sent to wrong address. Resolution: check on-chain status, confirm transaction hash, verify address...
Common integrations: The Graph, Alchemy/Infura, OpenZeppelin Defender, and popular wallet providers.
Clarify requirements, compliance needs, architecture risks, and launch goals.
Implement core contracts, integrations, product flows, tests, and deployment automation.
Run QA, prepare audit handoff, deploy infrastructure, and support production rollout.
For an exchange processing under $1M/day: 2 full-time support agents (1 for coverage, 1 for volume) + 1 part-time compliance liaison. One support agent per $500K–$1M in daily volume as you scale. Compliance investigation: 1 dedicated compliance analyst per $10M+ in daily volume.
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