SupportDesk — Ticket Management System

The Problem

Support tooling tends to handle the happy path and nothing else. The difficulty is in the edges: two agents editing the same ticket, duplicate reports of one incident, tickets that quietly breach their response window, and managers with no view of where time actually goes.

Core ticket management

• —Full CRUD with agent assignment and customizable statuses
• —Four priority levels and department-based organization
• —Complete ticket history tracking every change
• —Private internal notes visible only to agents
• —Duplicate ticket merging and dependency links between related tickets

Advanced workflow

Beyond the basics, the system addresses the operational failure modes that make support tooling frustrating in practice.

• —Collision detection preventing two agents from editing the same ticket
• —WebSocket-based real-time notifications and live updates
• —Escalation rules firing automatically against defined conditions
• —Auto-close for resolved tickets
• —Saved replies with variable substitution, and reusable ticket templates
• —File attachments covering images, PDFs and documents
• —CSAT surveys with NPS scoring

Analytics and reporting

• —Dashboard metrics with detailed charts and graphs
• —Custom dashboards assembled from drag-and-drop widgets
• —Generated PDF reports with scheduled email delivery
• —Machine-learning predictions and anomaly detection over ticket patterns
• —Natural language queries against ticket data

Access control

Role-based access separates admin, agent and user capabilities, with both Google OAuth and traditional email and password authentication. Audit logs record user actions across the system.