Help Desk Application

Access point https://tech-help-desk.herokuapp.com/

A simple system for tracking incoming enquiries from customers with an easy to use interface for support staff to communicate with clients.

Main Features

Customer Interface Features

• Customers do not need to login to submit a query – they simply will need to provide their name and email address, the subject of their enquiry and the full body of the request. That page should have root url (“/“).

• When a new ticket is added, the customer receives an email confirming their request has been received along with their unique reference. This email includes a URL which can be used to view the ticket’s history and update tickets.

• User may submit few screenshots - and they will be visible for staff as clickable thumbnails;

• Protect form from spam without captcha;

• User may select the the issue relates department;

Staff Interface Features

• Each member of staff team has a username & password, used to login to the system. There is 2 different roles:
  • admin, which can add new member and edit/delete other member posts
  • member, can response to customer post, edit own response
• Staff can view a list of all unassigned, open tickets and take ownership.
• Staff is able to reply to the ticket by simply entering their response into a text field. As part of the same action, they should also be able to change the owner or status.
• All replies is be e-mailed to the client.
• Each ticket is assigned a status: ʻWaiting for Staff Responseʼ, ʻWaiting for Customerʼ, ʻOn Holdʼ, ʻCancelledʼ or ʻCompletedʼ - status(-es) may wish to be added in the future.
• When a ticket is first created or updated by the customer, it is assigned the ʻWaiting for Staff Responseʼ status.
• The interface has four main views:
  1. New unassigned tickets
  2. Open Tickets
  3. On hold tickets
  4. Closed Tickets
  5. Manage members (visible only for admin)
  6. Change password page
• Staff is able to quickly open up a new ticket by entering itʼs reference number into a search field.

Additional Features

• Staff may want to add few screenshots too and they will be visible as clickable thumbnails;
• Staff may also wish to search based on the ticket subject;
• Staff members may look for words or combinations of words found in the ticket;
• All changes to the status, owner and response are tracked and visible to all staff members.
• Admin can add/edit/delete departments, change department of staff members;
• There is a possibility to separate departments issues for staff members, so members of one department can view only own department issues and add possibility for staff members to change department.