๐ ๏ธ Support Management System โ Ticketing & Resolution Tracking
A structured ticketing system for student, parent, and staff support requests โ categorized, prioritized, assigned, and tracked with a full audit history from creation to close.
Structured, traceable issue resolution.
The Support Management System lets users submit tickets with a title, category, priority, and description, then tracks each one through assignment, replies, and resolution โ with every change logged in a complete audit history.
Category & priority
Every change logged
Full conversation
Complete Ticket Lifecycle
Integrated modules for support ticket management:
- Admin & User Dashboards โ priority and category breakdowns, unassigned ticket alerts
- Submit & Edit Tickets โ title, category, priority, communication preference, and description
- Attachments โ attach supporting files or screenshots to any ticket
- Manage Tickets โ filter by priority, category, and status; assign to an agent
- Status Tracking โ Open, In Progress, and Closed workflow with direct-close action
- Ticket Replies โ full conversation thread between agent and requester
- Audit Record History โ every status, field, and remark change tracked with before/after values
- Agent Assigned Tickets โ agents see the tickets assigned to them
* Every ticket change is captured in the audit history for full traceability.
Structured Ticket Submission
Users submit tickets with a category (Academic, Fee Payment, Login, Exam/Result, Technical), priority level, and a detailed description.
Ticket Assignment
Admins assign tickets to support agents, with an at-a-glance view of unassigned tickets needing attention.
Conversation Thread
Every ticket has its own reply thread, so agents and requesters can go back and forth until the issue is resolved.
Full Audit Record History
Every status change, field edit, and remark is logged with before/after values โ a complete, timestamped history for every ticket.
Priority & Category Breakdown
Admin dashboard shows ticket volume by priority and category, helping spot recurring issue types quickly.
Key Modules โ Full Ticket Traceability
From submission to close, every ticket is tracked and logged.
Submit Ticket
Category & priorityManage Tickets
Filter & assignTicket Replies
Conversation threadAudit History
Full change logAgent Assignment
Assigned tickets viewAttachments
File uploadsStatus Tracking
Open/In Progress/ClosedAdmin Dashboard
Priority & category statsCategorized Tickets ยท Priority Levels ยท Assignment ยท Conversation Threads ยท Full Audit History ยท Attachments