Design Web-based Ticket Management System

1. Project Overview:

The Ticket Raise Management System is a web-based application designed to streamline the process of issue reporting and resolution within an organization. It allows users to raise tickets for any technical or service-related problems, while administrators and support staff can efficiently track, assign, and resolve these tickets through a centralized dashboard.

2. Objective:

To automate the manual process of handling complaints or service requests by providing a transparent, efficient, and traceable system for managing tickets.

3. Key Features:
User Module:

User login and registration

Raise new ticket with issue description and attachment

Track ticket status (Open, In Progress, Resolved, Closed)

Add comments or updates

Receive email or dashboard notifications

Admin/Support Module:

View all raised tickets

Assign tickets to respective departments or agents

Update status and resolution details

Manage users and categories

Dashboard for ticket analytics (e.g., number of open/closed tickets)

4. Technology Stack:

Frontend: Angular / React / HTML, CSS, Bootstrap

Backend: .NET Core / Node.js / Java / Python (Django or Flask)

Database: SQL Server / MySQL / PostgreSQL

APIs: REST APIs for ticket CRUD operations

Authentication: JWT or OAuth2

5. Workflow:

User logs in → raises a new ticket

System generates a unique Ticket ID

Admin reviews the ticket → assigns it to a support agent

Agent works on resolution → updates the ticket status

User gets notified about progress and closure

6. Benefits:

Centralized ticket tracking

Transparency and accountability in issue handling

Real-time updates and notifications

Reduced response and resolution time

7. Future Enhancements:

AI-based ticket categorization and priority suggestion

Chatbot integration for auto ticket creation

Mobile app version

SLA (Service Level Agreement) monitoring