About this project
A helpdesk application for coordinating issues and support visits between dealers.
Where things stood
The problem or need that prompted this project.
Support requests between dealers are scattered across chat and email, making their status and ownership hard to track.
What we built
The solution we built to meet that need.
A central ticketing application with these features:
- Tickets with status, priority, category and owner
- Automatic SLA based on priority
- Support visit scheduling, with confirmation through a link
- Email and WhatsApp notifications to branch contacts
- Performance reports per agent and per dealer
How it is used
The steps a visitor follows, from arrival to getting in touch.
- 01
Create a ticket
The dealer submits a request with a category and priority.
- 02
Handle and track
An agent takes the ticket, records the conversation and monitors the SLA.
- 03
Schedule a visit
A visit is scheduled and the branch contact confirms through a link.
Outcomes
What can be described and verified from this project.
- Every ticket has a number, an SLA and a trail of status changes.
- Branch contacts can confirm, decline or propose another time without signing in.
- User accounts are deactivated rather than deleted, so history stays intact.
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