???? Project Title:

Helpdesk Ticketing System

???? Summary:

The Helpdesk Ticketing System is a web-based application designed to streamline customer support by allowing users to raise tickets for issues or queries, while enabling support teams to manage, track, and resolve them efficiently. It improves service delivery and accountability in any organization that deals with user support.

✨ Key Features:

Ticket submission with priority & category

Real-time ticket status tracking (Open, In Progress, Resolved, Closed)

Role-based access (Admin, Agent, User)

Auto or manual ticket assignment

Internal comments & discussion thread

Email notifications for updates

Dashboard for ticket analytics and reports

SLA (Service Level Agreement) tracking

Search and filter options

Optionally, a knowledge base for self-help

????️ Technologies Used:

Frontend: React.js / Vue.js / HTML, CSS, Bootstrap

Backend: Node.js + Express / Django / Flask

Database: MongoDB / MySQL / PostgreSQL

Authentication: JWT / OAuth

Email Services: Nodemailer / SendGrid

Hosting: Heroku / Vercel / AWS / Netlify

⚙️ Working Process:

User Login/Register

Raise Ticket: User submits issue via a form

Assign Ticket: Auto/manual assignment to agents

Track & Communicate: Real-time updates and internal comments

Resolve & Close: Agent resolves the issue and closes the ticket

Monitor: Admin oversees operations via dashboard

✅ Benefits:

Improves support workflow and response time

Increases transparency and accountability

Tracks team performance and workload

Centralized system for all support requests

Enhances user satisfaction with structured support

Scalable for businesses of all sizes