Ticketing System
Project Overview
The Ticketing System is a robust SaaS platform designed for organizations that demand more than just basic ticket management. With advanced integrations, AI-powered automation, and enterprise security, it empowers IT and support teams to deliver exceptional service at scale.
Our solution is trusted by enterprises for its seamless integration with Active Directory, powerful knowledge base, built-in AI assistant, and comprehensive reporting. It is engineered for flexibility, security, and ease of use.
Key Features
Enterprise User Management
Create users manually or connect to LDAP/Active Directory (AD DC) for automatic, secure user provisioning. Supports multiple domains and ensures only domain users have access.
Interactive Knowledge Base
Publish helpful articles and guides. Users can interact with posts through likes and comments, fostering a collaborative support environment.
SMTP Email Integration
Seamless email notifications and ticket updates via secure SMTP integration, keeping users and agents informed in real time.
Built-in AI Assistant
Internal AI chatbot helps users resolve issues quickly and can generate blog posts for the knowledge base, boosting productivity and engagement.
Professional Reporting
Advanced analytics and reports for tickets, traffic, and system health, enabling data-driven decision making.
Comprehensive Admin Settings
Powerful settings page allows administrators to adjust and edit every aspect of the system for maximum flexibility.
Automated Backups
Built-in backup system ensures your data is always safe and recoverable.
Technology Stack
Frontend
- React.js
- Shadcn UI
- Tailwind CSS
- Google Font API
Backend
- Node.js
- Express
Web Server
- Nginx 1.24.0
Hosting
- Google Cloud
- Ubuntu
Security
- HSTS
Challenges & Solutions
High Volume Data Processing
Challenge: Handling millions of tickets while maintaining system performance.
Solution: Implemented data partitioning and advanced caching strategies with Redis to optimize query performance and reduce database load.
Real-time Updates
Challenge: Ensuring all agents see ticket updates in real-time without page refreshes.
Solution: Developed a WebSocket-based notification system that pushes updates to all connected clients instantly.
Complex Workflow Management
Challenge: Supporting various client-specific ticket workflows and business rules.
Solution: Created a flexible workflow engine with visual workflow builder that allows administrators to define custom processes without coding.
Seamless Integration
Challenge: Integrating with diverse client systems and third-party applications.
Solution: Built a comprehensive API layer and plugin architecture that enables easy integration with CRM systems, communication tools, and other business applications.
Results & Impact
The Ticketing System has transformed customer support operations for our clients, delivering tangible business results:
The Ticketing System transformed how we manage customer support. The intuitive interface and powerful automation tools have allowed us to handle twice the volume of requests with the same team size, while improving our response times significantly.
Interested in a Similar Solution?
Let's discuss how we can develop a custom ticketing system tailored to your organization's specific needs.