Ticket Management System
About Client
This application was developed for a client to integrate or link with his existing management system to resolve management related issues and to provide best services to his customers / clients.
Tickets are created by business management team, customers / clients and guest / visitor. A user can view, create, update or delete ticket(s) from portal.
If a user sends an email to a specific email address of support, a jar file continues read emails from that email address to find specific keywords from email subject line and email content to create tickets(s) type like Request, Issue or Complain, Service, Billing, Support etc. including priority like Low, Medium, High, Critical.
Business team members will response to ticket as soon as possible or based on priority or ticket type.
Purpose of application is to provide best services to customers, improves quality of product manufacturing, increase sales & expand business.
Requirement
- During the client communication understood requirement, noted down points and also understood usage of existing system because will need to integrate new system with it.
- Prepared user interface and shared with client, added changes and built final UI and make it user friendly.
Challenges
- R & D was required to read emails from specified email address at every 5 or 10 minutes or at specific time interval, after reading email subject line and email content, algorithm will decide to create / update ticket(s) with status, type & priority and also it will send confirmation email after created / update ticket(s) successfully.
- Optimized networking & server security for redirection and forwarding request & response on new application from existing application.
Solutions
Client’s existing application is running fine on server which is designed PHP technology so need to redirect user from that application to new ticketing application.
Prepared milestone documents and shared with client then started work on system design & development as per planning document with client’s confirmation.
Made separate database to storing ticketing data for scaling & optimizing performance.
Purposed the solution with following technology stack
- Backend: Java 1.8, Servlet, JSP, JDBC, Java Mail APIs
- Database: MYSQL
- Fronted: HTML, CSS, JavaScript, jQuery, Ajax, Bootstrap and other jQuery & bootstrap based plugins
Main Entities
Admin, Executive, Visitor. In the application
- Admin: Manages user details for internal business team members. Also can update ticket details and master data.
- Executive: Manages ticket details, responses to tickets, take follow up as per tickets.
- Visitor: Able to see only ticket details which type is general and can see frequently asked questions.
Results
Implementing feature phase by phase in difference environments like Development & Production.
Portal: Build & deploy war file manually Jenkins scripts are written to deployment changes in different environments for frontend & backend.
Jar: Build & deploy jar file to read emails and do further process as per algorithm.
After successful deployment, monitored performance and added fixes or deployed changes as per need. System is running on successful status.
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