Ticketing Expert Help desk system with email piping

Description

Ticketing Expert – Help desk system with email piping

What is Ticketing Expert Laravel App ?

Ticketing Expert Laravel App is a help desk system designed for small to medium sized companies. Customers could open tickets after creating an account, and staffs can reply to the tickets. A user with admin role can create staffs, departments etc.

This system could import tickets from email accounts too. Email inbox will be reading using IMAP protocol.

Major features of the system

• 1. Department wise tickets
• 2. Private and Internal notes
• 3. Ticket attachments
• 4. Import tickets from email using IMAP
• 5. Staffs to department assignment
• 6. Email notification for ticket opening and ticket reply
• 7. Multi language support

Department and IMAP settings

By default, Email piping is not enabled in this system. Admin can enable IMAP import feature. To enable the IMAP feature, admin should go to the settings and enable it. In settings page there is settings called IMAP. When you click on the edit link a page that will allow you to enable or disable the IMAP feature will be displayed. After enabling go to departments and add or update departments with IMAP server details and SMTP details.

Admin and staff can add or edit the departments. Use different Email and name for different departments. Tickets that opened to a specific department Email will be visible to Admin and staff in that department. After adding the SMTP and IMAP details Wait for maximum of 5 minutes to validate the IMAP and SMTP details.

This system support Multi language. By default we have added support for English, Spanish and French. You can add new language and can switch to that by selecting language from a drop down.

User, Staff and Admin

This system has three types of users. User User can be a customner, who would like to communicate with a company staff. User might have some issues that should be resolved. Then they register and open a ticket. When opening a ticket, they should select a department.

Staff Staffs are responsible to give reply for the users, a staff can be part of one or multiple departments. A ticket opened to a department can be seen by any staff belongs to that department, and any of them can give a reply.

Admin Admin can mainly add Staffs to the system, Alter Settings, Add language. Admin can enable or disable IMAP email import feature.

This is the high level explanation of the features, A detailed user manual and installation doc will be provided along with the app code.