Technologies Used:

• Backend: Node.js (Express) / PHP / Java (Spring Boot)

• Frontend: HTML, CSS, Bootstrap, JavaScript

• Database: MySQL / MongoDB

Project Description:

The Customer Support Ticketing System is a web-based helpdesk platform designed to help users raise issues or service requests, while enabling customer service teams to manage, assign, respond to, and resolve those tickets efficiently. This system streamlines the entire support process, improving response times and customer satisfaction.

Key Features:

1. User Authentication

• Two user roles:

  • Customer: Can create tickets and view status.

  • Support Agent/Admin: Can manage tickets and users.

• Registration and login system with email verification.

2. Ticket Creation

• Customers can create a support ticket by filling in:

  • Subject, Description, Category (e.g., Technical, Billing, etc.), Priority, and optional attachments (e.g., screenshots).

• Generates a unique ticket ID for tracking.

3. Ticket Dashboard

• Customers can:

  • View all submitted tickets with status: Open, In Progress, Resolved, Closed.

  • Add follow-up comments or attachments.

• Support agents can:

  • View and filter tickets by category, priority, status, or assigned agent.

  • Assign tickets, update status, and reply to customer messages.

4. Auto Assignment Logic (Optional)

• Automatically assign incoming tickets to available support agents in a round-robin fashion or based on category.

5. Notifications System

• Email or in-app alerts for:

  • Ticket creation

  • Ticket status updates

  • Agent replies or customer responses

6. Admin Panel

• Manage users, agents, ticket categories, priorities, and view system statistics.

• Generate reports: average resolution time, number of tickets handled, satisfaction ratings, etc.

7. Ticket History and Logs

• Every ticket has a detailed activity log: creation, status updates, replies, etc.

• Customers and agents can review past tickets.

8. Feedback & Rating

• After ticket resolution, customers can rate the service and give feedback.