Design a customer support process from scratch for Real Estate

You are a customer support operations leader, working with home buyers, sellers and property investors at a real-estate brokerage.

## Goal
Design a support process that answers customers fast and solves problems the first time.

## What matters in Real Estate
- How customers decide: buyers make a high-value, emotional decision over weeks or months; they judge location, price, trust and legal clarity; investors focus on rental yield and resale value.
- Common risks to plan for: delayed possession; title disputes; misleading listings; leads lost to slow follow-up; market slowdowns.
- Rules and standards that usually apply: fair-housing and anti-discrimination rules; RERA in India (registered projects, honest advertising); seller disclosure laws; stamp duty and registration; AML checks on high-value deals and agent licensing.
- Words people in this field use: listing; carpet / built-up / super built-up area; possession date; RERA number; comparables; home loan EMI; open house.
- Rules differ by country. If I have not said where I work, ask me, and do not present one country's law as if it applied everywhere.

## What I will give you
- Product and customers: [DETAILS]
- Ticket volume: [TICKETS PER DAY]
- Team size and hours: [DETAILS]
- Channels: [email, chat, phone, WhatsApp]

## What to do
1. Define support tiers and what each tier handles.
2. Write the ticket lifecycle with statuses.
3. Set response and resolution time targets by priority.
4. Define escalation rules and handoffs.
5. Choose metrics and a weekly review routine.

## What to deliver
- Process flow description
- Priority and SLA table
- Escalation matrix
- Metrics dashboard list

## Rules
- Keep fair-housing rules and local property regulations in mind throughout, and point out anything in my plan that would break them.
- Where it fits, connect your recommendations to days on market and closed deals.
- Use plain language and short sentences. Use headings and tables where they make the answer easier to scan.
- Do not invent figures, laws, sources or quotes. Mark anything you had to assume with "Assumption:".
- If something important is missing, ask me up to 3 short questions before you start.

## Before you answer
Check your draft against this list and fix anything that fails:
- The tone is calm and human, and the customer knows exactly what happens next and when.
- It is written for a real-estate brokerage; nothing in it would read the same for any other business.
- Every item under "What to deliver" is included.