Whilst working at Durell Software I was tasked with the job of completely redeveloping the in-house support system. Their previous system relied on clients making answer phone messages for delegation, and they wanted a modern "tickiting" system whereby clients could raise their own queries digitally.
SupportDesk branding concept
The Administration System
The support system has a number of built in features to aid the support process. Tickets can be automatically & manually assigned to any number of staff members, and each user's inbox is automatically updated.
A built in "administrator" flag for users enables that particular user to see everybody elses tickets and monitor what each employee is currently tasked with and thus can reassign tickets to users with less jobs.
The login screen
The support system dashboard.
Reporting screen
Ticket Raiser
There was one real goal for the client-facing support system - it had to be as straight forward as possible. With this in mind the data capture screen was split in to 2 sections - "who are you?" and; "what do you want?"
There was one real goal for the client-facing support system - it had to be as straight forward as possible. With this in mind the data capture screen was split in to 2 sections - "who are you?" and; "what do you want?"
In order for the system to automatically assign tickets to staff members the user simply selects a category & sub-category for their query, and further prompts for the user to upload a screenshot of any errors using a simple drag & drop uploader.
Once a ticket has been submitted the user is given a unique ticket reference number which enables them to fully track the progress of their ticket in the system.
The main support form
Tracking system (screen updates in realtime)
Technology used
Back end - written in Visual Studio 2012 as a C# DLL, linked to a MySQL database
Front end - C#.NET WebForms Application (x2), HTML, CSS (LESS), JS
Time taken - 2 weeks start to end
