A Web-based Ticketing System (TS)

Client: Technical Support Departments

TS is a web-based ticketing system built for managing the status of requests for technical support submitted by phone, e-mail, and chat.

Salient Features:

  • Forms for ticket entry, update, and search.
  • It provides role-based access to the various sections of the application.
  • Allows dynamic generation of reports based on user-selected criteria.
  • Provides functionality to export report to Excel sheets in CSV format.
  • Provides customer specific customization by supporting creation of custom fields for each client and allowing independent problem-category mapping for each client.
  • Functionality to setup demo client accounts for adjustable trial periods.
  • Functionality to add users and assign them to roles such as Agent-L1/ Agent-L2/Supervisor.
  • Functionality to send mails to key persons on specific events such as ticket creation/escalation etc.

Technologies:

  • Windows Server 2003 Enterprise Edition
  • MS-SQL Server 2000, ASP 3.0 & IIS 6.0
  • JMAIL, HTML, JavaScript, CS
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