Ticket Management System
Enterprise-Grade Ticketing & Support Platform
Project Overview
The Ticket Management System is a robust, enterprise-grade platform designed to streamline internal support and customer service workflows. It provides a centralized hub for tracking, managing, and resolving issues with high efficiency.
Built on the modern stack of React 18, Node.js, and PostgreSQL, the system features real-time communication capabilities via Socket.IO, allowing for instant updates and live chat between team members and customers. The platform implements sophisticated role-based access control (RBAC) to ensure that sensitive data is only accessible to authorized personnel.
With advanced analytics and reporting features, managers can gain deep insights into team performance, response times, and common issue trends, enabling data-driven decisions to improve service quality.
Technical Implementation
Real-time Ticket Updates
Integrated Socket.IO for live status changes, comment notifications, and instant messaging without page reloads.
Multi-role Authentication
Custom-built JWT authentication system with hierarchical roles (Admin, Agent, User) and granular permission management.
Advanced Filtering & Search
Powerful server-side filtering and search capabilities using PostgreSQL full-text search and optimized indexing.
Performance Dashboard
Real-time analytics dashboard presenting key metrics like average resolution time, ticket volume, and agent performance.
Project Details
Tech Stack
Key Features
- • Automated Ticket Routing
- • Real-time Chat Support
- • SLA Tracking
- • Custom Ticket Fields
- • Performance Analytics
- • Email Integration
- • File Attachment Support
- • Mobile Responsive UI