Helpdesk & Ticket Management System
Helpdesk & Ticket Management System
Simplifying customer support with efficient ticketing, real-time tracking, and intelligent analytics.
Problem Statement
Businesses struggle to manage customer queries effectively, leading to delayed responses, unresolved tickets, and poor customer satisfaction. Manual tracking and scattered communication channels make support inefficient and hard to scale.
Solution Overview
Our platform centralizes customer support, automates ticket creation, and tracks resolution progress in real-time. Support teams can prioritize tickets, assign tasks, and access analytics to optimize response time and improve overall customer experience.
Key Features
Customer & Operational Features
- • Submit support tickets via web or email
- • Real-time ticket status tracking
- • Automated notifications and updates
- • Knowledge base and self-service guides
- • Multi-channel support integration (chat, email, social)
Admin & Technical Features
- • Ticket assignment and prioritization
- • SLA monitoring and escalation management
- • Analytics and reporting dashboards
- • User role management and permissions
- • Integration with CRM and communication tools
System Architecture
Customers / Users
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Web / Mobile Portal (React / Tailwind)
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API Gateway
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Backend Services (Tickets, Notifications, SLA, Analytics)
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Database & Cloud Infrastructure
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Admin Dashboard & Reporting
Technology Stack
Frontend
React, Next.js, Tailwind CSS
Backend
Node.js, Express, REST APIs
Database
PostgreSQL, MongoDB, Redis
Integrations
Email, Slack, CRM, Chatbots
Cloud & DevOps
AWS, Docker, CI/CD Pipelines
Analytics & AI
SLA Analysis, Ticket Categorization, AI Recommendations
Use Cases
- • Internal IT support ticketing
- • Customer service management
- • Multi-channel support tracking
- • SLA and escalation management
- • Knowledge base and self-service portals
- • Reporting and analytics for support optimization
Business Impact
The system reduces response times, increases ticket resolution efficiency, and improves overall customer satisfaction. Support teams gain actionable insights, optimize workloads, and scale operations effectively, resulting in higher retention and operational efficiency.