Comprehensive Ticketing System Development

mydomain.com → Main website
psa.mydomain.com.com → Internal PSA
portal.mydomain.com.com → Customer portal
api.mydomain.com.com → API

Ticket Workflow Requirements

1. Ticket Creation Workflow

When receiving a customer phone call:

* Create a new ticket
* Assign ticket number automatically
* Add customer information
* Add multiple contacts to the same ticket
* Add device information
* Add issue description
* Add diagnostic service automatically or manually

Once the ticket is created:

* Customer should receive email confirmation
* Email should include:

* Ticket number
* Ticket details
* Calendar invite
* Company contact information

2. Ticket Tabs Structure

Each ticket should contain multiple tabs

Required tabs:

A. Overview

* Ticket summary
* Status
* Priority
* Assigned technician
* Dates
* Billing summary

B. Notes
Two note types:

1. General Notes

* Visible to customer
* Included on final invoice
* Sent via email updates if selected

2. Internal Notes

* Visible only to internal staff
* Never shown to customer
* Never included on invoices

C. Services

* Add labor/services to ticket
* Hourly or flat-rate services
* Service categories
* Service pricing
* Diagnostic fees
* Taxable/non-taxable options

D. Inventory / Parts

* Add products from inventory
* Automatically deduct inventory quantity
* Link products to ticket number
* Restore inventory if item removed from ticket

E. Contacts

* Multiple contacts per ticket
* Contact role/title
* Phone/email

F. Credentials
Store customer technical information:

* Computer credentials
* Router passwords
* WiFi credentials
* Device login information
* Remote access details

Credentials must be encrypted in database.

G. Attachments

* Photos
* Documents
* Screenshots
* PDFs

H. Billing

* Invoices
* Payment history
* Payment status
* Balance due

3. Diagnostic Fee Workflow

Workflow example:

* Diagnostic fee = $10
* Standard repair service = $30

Process:

A.
When ticket is created:

* Add diagnostic service to ticket
* Generate invoice immediately
* Send payment link to customer

B.
Payment methods:

* Online payment link
* Phone payment
* Manual payment marking

C.
Once payment received:

* Diagnostic service automatically marked PAID

D.
Ticket remains OPEN while work is performed.

E.
When repair completed:

* Add final labor/service charge
* PSA automatically deduct previously paid diagnostic fee

Example:

* Service charge = $30
* Diagnostic already paid = $10
* Remaining labor = $20

F.
If additional products/parts used:

* Add product costs automatically

Example:

* Remaining labor = $20
* Parts used = $50
* Final invoice total = $70

All calculations should happen automatically.

4. Inventory Workflow

Inventory must support:

* Product categories
* Quantity tracking
* Cost price
* Selling price
* Supplier/vendor
* SKU/part number

When product added to ticket:

* Inventory quantity decreases automatically
* Ticket number linked to inventory movement

When product removed from ticket:

* Inventory quantity restored automatically

Inventory history should show:

* Which ticket used item
* Date used
* Technician
* Quantity used

5. Final Invoice Generation

When closing ticket:

PSA should automatically generate final invoice including:

* All billable services
* Hourly labor
* Flat-rate labor
* Diagnostic deduction
* Products/parts used
* Taxes
* General notes
* Work performed summary

Invoice should:

* Be PDF format
* Use invoice template
* Be emailed automatically to customer

6. Email & Communication Workflow

When ticket created:

* Customer receives ticket email

When ticket updated:

* Customer receives update email

When technician adds customer-visible note:

* Email sent automatically

If customer replies by email:

* Reply should appear inside ticket notes automatically

Email threading should match by:

* Ticket number
* Email subject

7. Ticket Status Automation

Required statuses:

* New
* Open
* Waiting Customer Reply
* Customer Replied
* In Progress
* Pending Parts
* Resolved
* Closed

Automation rules:

A.
If technician sends customer question:

* Status automatically changes to:
Waiting Customer Reply

B.
If customer replies by email:

* Status automatically changes to:
Customer Replied

C.
If technician starts work:

* Status changes to:
In Progress

D.
If final invoice paid:

* Ticket can be marked Closed

8. Dashboard Requirements

Main dashboard should display:

* Open tickets
* Waiting customer reply
* Customer replied tickets
* Tickets by priority
* Unpaid invoices
* Revenue summary
* Low inventory alerts
* Recent activity

9. Time Tracking & Billing

Support:

* Hourly billing
* Flat-rate billing

Hourly billing:

* Track hours/minutes
* Automatic calculation

Flat-rate billing:

* Fixed service amount

Final invoice should calculate automatically based on:

* Labor
* Parts
* Taxes
* Discounts
* Previous payments

10. Security Requirements

Credentials tab must:

* Encrypt passwords
* Restrict visibility
* Log access history

All customer data must:

* Use SSL
* Have daily backups
* Include audit logging

11. Customer Portal

Customers should be able to:

* View ticket updates
* Reply to tickets
* Pay invoices
* Download invoices
* View ticket history
* Upload attachments

12. Future Expansion
System should be designed modularly so future features can be added later without rebuilding system.

Notes:
Any additional feature ideas or improvements you’d recommend are greatly appreciated. I’m always open to enhancements that can make the project even better.