System Design · Airbnb · Hard
1. The essence of a ticketing platform A ticketing system acts as a central hub for receiving support requests, routing them to the right agents, and maintaining a complete timeline of conversations and resolutions tied to each case. For Airbnb the core complexity is that requests can originate from many different channels—app-based chat, web forms, email, and phone-related workflows—yet agents must work with a single, coherent ticket that has a clear ownership structure. 2.…
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