Application Development - Case Study - Helpdesk Ticket System

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Overview

With a growing client list we needed an application to help track support issues and provide customers an easy way to reach us instantly and track progress.

Supporting clients through our agencies and their brand was paramount so the solution needed to adapt depending on the client viewing the information.

Requirements

  • Ability to log tickets directly from websites
  • Adapts visually depending on audience
  • Simple to use but provides detailed feedback
  • Alert system for when tickets are raised
  • High level visibility of issues across clients

Our Solution

Features

We utilised our own bespoke application framework to create our online ticket system, Tixel, which provided us with enhanced customer service

Real time notifications

Tixel notifies us when issues occur in real time, but also provides infinite control of who is notified and how

Enhanced API

Integration with all our websites via our API allows tickets to be generated without direct access to the system.

Additionally we have been able to enhance our service via our pro-active automated support monitoring, Sentry

Dynamic Interface

The interface of Tixel adapts depending on the type of user, and the 'skin' changes depending on the agency we are providing our service to. Customers can receive top grade support under the banner of any of our clients.

Core Application Framework

Our solutions share a core framework developed in house that has been deployed with all our applications. This core framework provides a proven, secure scaffold which bespoke applications are constructed upon.

As well as being attractive, our application design is 100% responsive so it works on any desktop, mobile or tablet without any software to install.

The interface adapts to suit its platform, so you get the same experience regardless of how its viewed, and updates to any part of the application are instantly accessible on all devices.

Unlike off-the-shelf solutions there are no subscription charges or costs per user - once the development is complete the number of users in the system is unlimited.

This allows your solution to scale with your business, and with tiered, enterprise level security, the solution can tailor access and permissions to your exact requirements.

Deployed on our cloud hosting platform, our solutions aren't restricted to use within your office. Allowing remote users, home workers or just users on the move to continue working regardless of location.

Its online location also allows integration with external services, such as workflows attached to online stores or allowing management of public facing services in real time.

Each user type has their own customised dashboard with graphs, lists, reminders and alerts

Data is visualised, patterns analysed and performance realised using interactive pie/bar charts

Application Screenshots

  • Dashboard

    Management level dashboard provides an overview of all clients with visual reporting
  • Ticket Detail

    Full details of a ticket, including history, key client, contact information and actions
  • Client Overview

    Client details, including recent history, contact information and relevant tickets

Find out more

Tixel is now our primary support service, and you can find out more about our solution and its features at http://www.tixelhelpdesk.co.uk. You can also read more about our hosting and support services Tixel aids us in providing to all our clients.

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