The web application entitled “Support Ticket Tracking System” is a website developing for an IT
Tech support company. Help customers across email, phone, chat, social media & more on a single
dashboard view. Convert all your email queries from customers to support tickets for easy & fast
responses. Free Ticket Management tool designed to deliver the world’s best customer experience
efficiently manage multiple aspects of the help desk with a unified Desk portal. Features like
Workflow, Blueprint, Layouts, Notification Rules, automatic ticket assignment, escalation
processes, and custom functions will help your business run like a machine. The main services of
the company are:
• Selling Computer peripherals online
• Providing Technical Support
• Replacing the peripherals
• Onsite technical support
• Outsourcing works
• Annual maintenance contract
• 24 hours Customer Support
Manage your projects, support your customers, provide services. Full-featured ticketing system
helps you provide stellar customer service and support. Provide superior customer support.
One-desks powerful helpdesk software lets you capture, assign, and respond to support tickets
from one centralized place. Discuss and quickly resolve tickets with your team. Simultaneously
hold private internal conversations and separate client-facing discussions on the same ticket.
Admin: This module provides the administrator to control the whole website. He can view the database and control the flow of the project. He is the super user who can delete any user or any reports. All reports can be updated and deleted by admin. The administrator can add new employee’s,
customers, company, products, upload user manuals, give support, take amc, outsource contracts ,
view ordered items and set it status etc.
Login and Registration: The user can register for getting a valid userid and password through a registration form and the details are validated by the administrator. Administrator has certain responsibilities like registration approval, database updating. Admin is responsible for adding new clients, add/delete resources, application approval, Report, editing of existing items, sending mails to
clients or applicants. Administrator has the overall control of site.
Employees: This can add employee, delete and edit details. Also department and designation can be added. Support request are handled by employees.
Customers: This add new customers, view products, purchase products ,view ordered items and give complaints
Support tickets: This module provides support history and status. The user can download the user manuals which help them to fix the bugs. If user have any problem, they need to send their complaints to the admin, the admin will assign the tech support professionals to solve the issue.
Outsourcing: The admin outsources the amc to different companies. There is an option for companies to submit their company profile.