Introduction to VueTicket a Ticketing Application

VueTicket a Ticketing Application

It’s a Ticketing software for small companies which are into customer support. The old version of the ticketing application was in ASP.NET MVC which is now Upgraded to ASP.NET Core with New UI and improved process.

Project Description and working

The Support Application described is designed to streamline and improve the customer support experience for companies. Here is a detailed breakdown of its functionality and workflow:

Key Features:

1. User Registration and Verification:
   • New users must register with a valid mobile number, email, and other necessary details.
   • An email verification link is sent to the user’s email address.
   • Users must confirm their email to complete the registration process.
   • Only verified users can log into the application.
2. User Login:
   • Users log in using their registered username and password.
3. Ticket Creation:
   • Logged-in users can create support tickets.
   • Users select categories and priorities for their tickets.
   • Each ticket is assigned to an agent based on its category and priority.
4. SLA Policies:
   • Service Level Agreements (SLA) policies dictate response times.
   • Agents are required to respond to tickets within certain hours or days as per SLA policies.
   • Notifications are sent to agents before tickets are escalated due to non-response.
5. Escalation Mechanism:
   • If an agent does not respond within the SLA timeframe, the ticket is escalated to an agent admin (team lead).
   • The agent admin has an additional period to respond according to SLA policies.
   • If the agent admin also does not respond, the ticket is escalated to the Head of the Department (HOD), who is the final authority in the escalation hierarchy.
6. Tracking and Communication:
   • Users can track the status of their tickets through the application.
   • Communication history is maintained to avoid repetitive information sharing.

Workflow:

1. Registration and Verification:
   • The customer registers with email and mobile number.
   • A verification email is sent.
   • The customer verifies email and can then log in.
2. Login and Ticket Creation:
   • The customer logs in with their credentials.
   • The customer creates a support ticket with relevant categories and priorities.
   • The ticket is assigned to a support agent based on the details provided.
3. Ticket Handling:
   • Agent receives a ticket and must respond within the SLA timeframe.
   • If the agent fails to respond, a notification is sent before escalation.
   • If no response, the ticket is escalated first to the agent admin (team lead).
4. Escalation Process:
   • Agent admin (team lead) gets a specific timeframe to respond.
   • If the agent admin fails to respond, the ticket is escalated to the HOD.
   • HOD is the final authority to address the ticket.
5. User Interaction:
   • Customers can log in to track the status of their tickets.
   • All communication is logged to prevent repeating the same information.

Benefits:

• Improved Efficiency: Streamlines the support process with automated ticket assignment and escalation.
• Better Customer Experience: Reduces the need for customers to repeat information and provides a clear tracking mechanism.
• Accountability: Ensures timely responses through SLA policies and escalation procedures.

This Support Application can help small companies manage customer support more effectively, ensuring that issues are resolved promptly and efficiently.

There are Five roles in this Application

• Superadmin
• User
• Agent
• Agent admin
• Hod

User Workflow

Agent Workflow