IT Support Ticketing Tool Development

I’m ready to commission a purpose-built ticketing tool focused exclusively on internal IT support. The aim is to streamline how our help-desk receives, tracks, and resolves requests while fitting neatly into the way we already work.

Core requirements
• Users raise tickets via a clean web interface or simply by emailing our support address; the tool must capture those emails, create the ticket automatically, and keep the conversation in sync.
• Automatic assignment rules are essential: I want to map issue categories, keywords, or even user groups to specific technicians so tickets land on the right desk without manual triage.
• All ticket fields—priority, device type, site, etc.—should be fully configurable from an admin panel so we can adjust forms as our processes evolve.

Nice-to-have ideas such as advanced analytics can wait; for this phase I prefer that energy go into rock-solid email integration, snappy performance, and an intuitive UI.

Tech stack is flexible, though I lean toward common web frameworks (Laravel, Django, Node/Express, or similar) paired with a responsive front end. If you have an off-the-shelf base you customise, that’s fine—as long as the final code is well-documented and we hold the license.

Deliverables
1. Source code in a Git repo with setup instructions.
2. Deployed test instance on our staging server.
3. Brief hand-off session (video or written) walking through admin settings, assignment rules, and email flow.

I value clean architecture and clear communication throughout the build, so please outline your proposed stack, milestones, and any prior work on comparable IT support systems when you respond.