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: