Custom Support Desk and Web Portal

I have budgeted $300 instead of the $220 quoted to allow budget for the webportal, and will also need the option to produce customer reports.

Overview for the application

There are 3 parts to the application, a helpdesk/ticket logging system that needs to have customisable access, an IPad application that has basic features for an engineer to update a ticket, and an SQL database to hold tickets and other information about the jobs on a server.

Design brief for Company B Helpdesk application

A customer would call the Company A helpdesk to log a problem and organise with Company A, a date and time that they are available.

The Company A helpdesk have access to a web portal to allow them to create new tickets, and see what is already open and what has been closed. Company A will also receive and manage re-assigned tickets that have been re-assigned to them from engineers on site.

Company A will then create a new ticket with the timeslot provided by the customer, and assign it over to Company B. Company A will still have visibility over all the tickets that have been raised, and what has been closed, any ticket updates will be in a live view.

In the Company B queue, there is a list of unassigned tickets with dates and times on them, which are manually assigned to an engineer/department.

The engineer will log into the application on the IPad, and when the tickets are assigned to an engineer, the application on the IPad will list these tickets with the relevant contact info and information about the job (parts required etc.).

The ticket will remain on the server, however, the IPad application will interact with it on the server, updating the ticket. The application needs to be able to store data (including photos, video and text) that hasn’t been uploaded to the server (in case of poor connectivity), so that when the IPad then does get a connection, it can upload the data that has been saved.

Company B also require direct access to the database so that they can see the list of tickets and all their updates, and manage this system, including reassigning tickets back to Company A helpdesk, internally to other engineers and add comments. In addition, they need to be able to close and re-open tickets at any point. This will allow Company B to create pricing lists from each job and then give their bill back to Company A.

There will also be a requirement for a survey form, and additional features in the future including exporting data in the tickets to produce pdf/spreadsheet reports.

Features list:

Web-based portal:

• Opening/closing tickets (including a ‘dashboard’ view).

• Re-assigning tickets back to the helpdesk.

• Comments need to be logged on tickets with date, time, and name of person who has added the comment (filled automatically).

• Production of reports.

• Ability to view attachments linked to a ticket (photos and video).

• Search tickets by multiple criteria (names, dates, reference numbers etc.).

• Form data will be provided for the tickets.

• Ability to set a priority on tickets, with emergency tickets creating an alert.

Desktop application:

• Open and close tickets.

• Assign tickets out to engineers.

• Ability to re-assign tickets over to the portal.

• Able to add notes with name, date and time filled in automatically.

• Ability to change the state of the ticket.

• Searching tickets by multiple criteria (names, dates, reference numbers etc.).

• Viewing attachments of pictures and video.

• Able to export data and create reports.

• Form data will be provided for the tickets.

• Send notification alerts to the engineer.

• Ability to set a priority on tickets, with emergency tickets creating an alert.

IPad application: Assist where needed with iPad Developer / integration.

SQL Database:

• The Database is required to be an SQL database.

• The database needs to be located on a local server and accessible by login.

• The login details for access need to be customisable so that more could potentially be added in the futu

Beceriler: SQL

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İşveren Hakkında:
( 87 değerlendirme ) Peterborough, United Kingdom

Proje NO: #4452739



Hired by the Employer

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