Ticketing System Project

Overview: I developed a custom ticketing system designed to streamline customer support and internal task management. The system allows for the efficient tracking, assignment, and resolution of tickets across various departments, ensuring clear communication and timely issue resolution.

Frontend Framework: Vue.js (for a dynamic and responsive interface)

Backend: Laravel (PHP) for managing business logic and ticket workflows

Database: MySQL (for ticket storage and retrieval)

Notifications: Real-time updates using Pusher for new ticket alerts

Authentication: Secure login system with role-based permissions

Email Integration: Automatic email notifications for ticket creation and updates

Ticket Creation & Assignment: Users can create tickets and assign them to specific teams or agents, with the ability to track the status in real-time.

Priority & SLA Management: Tickets can be categorized by priority, and Service Level Agreements (SLAs) can be tracked to ensure timely responses.

Real-Time Notifications: Integrated with Pusher for real-time notifications and updates, ensuring that users and agents are immediately informed of new actions.

Search & Filtering: Advanced search and filtering options to quickly locate tickets based on status, priority, assigned user, or department.

Reporting & Analytics: Built-in reports and metrics for tracking ticket resolution times, volume, and overall performance.

Designing an efficient workflow that could handle high volumes of tickets without compromising performance.

Implementing real-time notifications to ensure quick response times while maintaining system stability.

Reduced response and resolution times by providing agents with a clear, organized interface to manage tickets.

Improved customer satisfaction through better tracking and faster resolution of issues.

Enhanced internal collaboration, as teams were able to assign and track tasks more effectively.

Conclusion: The ticketing system project significantly improved support processes, delivering an organized, responsive solution for managing customer inquiries and internal tasks. It resulted in better efficiency, faster ticket resolution, and more effective communication.