OPC-Helpdesk

Description

While doing my marketing thing, I've got this software development going on. Building a Helpdesk Ticket System for our IT Team to simplify how they monitor tech issues.

This project features include:

• User Login
• Register User
• Logout
• Add new Ticket
• Update Ticket
• Update Ticket Status
• Multiple Tags/Categories
• Assign to IT Staff
• Assign Ticket
• Profile Page

TODO

• Delete Ticket
• Department and Role
• Upload Ticket Picture
• Closed Status
• Profile Activity List

  Note: Timeline-based? Per ticket resolution & response time

• Profile Edit (Profile Picture, Info, Cover, About)
• Profile Analytics

  Note: Average ticket resolution & response time, Per ticket resolution & response time

• Profile Online Status (Supporting, Available, Away)

  Note: When IT Staff is away, no tickets can be assigned. When Supporting, tickets will be in queue and response time will be paused maybe?

• Separate Table for Assigned Tickets
• Response Time
• Resolution Time
• Knowledge Base

  Note: Allow IT Staff to add resolution detail, or step-by-step guide on how they resolve the ticket.

• Knowledge Base Rating
• Tickets Analytics (Daily, Monthly, Yearly)

  Planning to add which employee or department has the most tickets so the management can take action on which components to replace.

• Ticket Priorities
• Loading
• Search (Tickets)