Department Ticketing & Escalation System
Budget: ₹1,500 – ₹12,500 INR
I need a fully custom-built web application that streamlines issue tracking across every department and makes director-level pendencies visible at a glance. The workflow is fixed—PM → GM → Director—and the moment a PM opens a ticket it must route automatically to the correct department head while also notifying the assigned department director (ten directors in total, each linked to separate departments).
Core functions I expect:
• Department-wise ticket creation, tracking and closure with clear Open/Closed status
• Auto-escalation dashboard that shows each director’s pending workload in real time
• A 48-hour SLA timer that turns a ticket red and blinks if resolution is overdue
• Internal chat thread on every ticket plus an optional voice-to-text input for faster updates
• Email/SMS or in-app notifications to everyone involved at each status change
• Responsive, web-based interface that works seamlessly on both laptops and mobile screens
• Role-based dashboards: PMs manage submissions, GMs oversee department queues, Directors see only their pendencies
Technology notes: this must be developed on a custom framework (no WordPress or other CMS) so that workflows, alerts and future integrations remain fully under our control.
Acceptance criteria will be:
1. All workflows and alerts operate exactly as described, verified with test tickets.
2. Dashboards load cleanly on Chrome, Firefox and Edge (desktop) and default mobile browsers (Android & iOS).
3. Voice-to-text feature captures and posts messages with at least 95 % accuracy in English.
4. System is deployed on our server with clear setup documentation and an admin manual.
Once these checkpoints are met and signed off, the project is complete.
Core functions I expect:
• Department-wise ticket creation, tracking and closure with clear Open/Closed status
• Auto-escalation dashboard that shows each director’s pending workload in real time
• A 48-hour SLA timer that turns a ticket red and blinks if resolution is overdue
• Internal chat thread on every ticket plus an optional voice-to-text input for faster updates
• Email/SMS or in-app notifications to everyone involved at each status change
• Responsive, web-based interface that works seamlessly on both laptops and mobile screens
• Role-based dashboards: PMs manage submissions, GMs oversee department queues, Directors see only their pendencies
Technology notes: this must be developed on a custom framework (no WordPress or other CMS) so that workflows, alerts and future integrations remain fully under our control.
Acceptance criteria will be:
1. All workflows and alerts operate exactly as described, verified with test tickets.
2. Dashboards load cleanly on Chrome, Firefox and Edge (desktop) and default mobile browsers (Android & iOS).
3. Voice-to-text feature captures and posts messages with at least 95 % accuracy in English.
4. System is deployed on our server with clear setup documentation and an admin manual.
Once these checkpoints are met and signed off, the project is complete.