IT Help Desk system

Closed Posted 3 months ago Paid on delivery
Closed Paid on delivery

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Web based IT Help desk Ticketing system

IT Help Desk Ticketing System plays a critical role in efficiently managing IT support requests and ensuring a smooth workflow for both users and IT technicians. Here's an explanation of the features for such a system:

Ticket creation

Users can create a ticket typically by filling out some fields for essential information, this includes

Nature of the issue,

Brief description of the issue

Contact details.

Users can select from predefined categories or types of issues (e.g., software problem, hardware request, network issue) to help classify their request.

Users can attach files or screenshots related to the issue.

IT technicians can assign the raised tickets to specific team members based on their expertise and workload.

IT technicians can reach out to users (via chat, mail) for clarification or to gather more details.

Depending on the categorization and severity level, IT technicians will route the ticket to specialized teams or individuals within the IT department.

Ticket tracking

After creating a ticket, users can access the portal to view the real-time status of their tickets (open, in progress, on hold, or resolved).

Users can track the progress of the tickets for information such as

Last updated time

Technician assigned

Notes or comments added by IT staff.

It will also provide users with the estimated resolution time for each ticket based on its priority and complexity.

When a ticket is marked as resolved or closed by IT staff, users are notified by email.

The Ticket tracking feature maintains a historical record of all interactions related to the ticket.

IT Technicians will change the status to "in progress" when they start working on a ticket and provide updates as they make progress.

The ticket tracking system is used to initiate the escalation process to higher-level technicians or specialized teams.

IT technicians can track the time spent on each ticket.

When a ticket is closed ,they provide details about the resolution like

Steps taken

Solutions implemented

Any necessary follow-up instructions for users.

Ticket prioritization

Users create a ticket, they can select the priority level of their issue like

Urgent (High,critical)

Regular

Low

The ticketing system provides guidance on what each priority level entails, helping users understand how to categorize their issues effectively.

IT technicians can review the priority level assigned to each ticket to determine its urgency and impact.

The ticketing solution provides quicker escalation processes for high priority tickets.

Knowledge base Integration

Users can access a searchable Knowledge Base that contains

Articles

FAQs

Tutorials

Solutions/Troubleshooting guides to common IT problems.

Users can use a search bar to enter keywords or phrases related to their IT problems

Users can use a search bar to enter keywords or phrases related to their IT problems

IT technicians and support staff create, update, and maintain the Knowledge Base content.

Ability to access the Knowledge Base directly from the ticketing system interface.

Reporting and Analytics (KPI)

Admin/authorized personnel can access a centralized dashboard that presents an overview of key performance indicators (KPIs) related to IT support operations.

The portal also includes Reporting tools that provide data on the total number of tickets created within a specific time frame.

Analytics track the average response time for tickets.

Admin can assess the percentage of resolved tickets out of the total number of tickets created.

Reporting tools in the portal will show the number of open and pending tickets.

Ability to evaluate individual technician performances with factors like

Ticket resolution times

User satisfaction scores

Overall productivity.

User feedback and satisfaction ratings.

Ability to track which articles are most frequently viewed in the knowledge base.

Provide trend analysis

Identify recurring issues or patterns in ticket submissions.

Option to create custom reports tailored to specific needs, such as reports for

Budget planning

Resource allocation

Compliance tracking.

User portals

User portals provide a single, centralized interface to interact with the IT help desk.

Users can create new support tickets directly from the portal.

Users can view a list of all their active and past support tickets.

Users can check the real-time status of their tickets.

User portals include communication features that allow users to interact with IT technicians directly through the portal.

Users can access the Knowledge Base directly from the portal. They can search for self-help resources, articles, FAQs, and solutions to common IT problems before creating a new ticket.

Users can access the history of their previous support interactions, including resolved tickets.

After a ticket is resolved, users are prompted to provide feedback on their support experience.

IT technicians can access the user portal to review incoming support requests submitted by users.

Technicians can assign tickets to themselves or other team members based on expertise, workload, or ticket type.

Technicians can communicate with users directly through the portal's messaging or comment system.

IT technicians update the status of tickets as they work on them. Users can see these updates in real-time.

When a ticket is resolved, IT technicians mark it as resolved in the portal.

The portal offers the option to monitor the workload of IT technicians and ensure that tickets are evenly distributed and resolved in a timely manner.

Audit Trails

The portal provides detail tracking [login to view URL] includes

Ticket creation

Updates

Status changes,

Comments,

Assignments

Resolutions.

Audit trails include timestamps for every action.

Provides a complete change history of a ticket.

Mobile Accessibility

IT staff and users can access the ticketing system from smartphones and tablets, allowing them to create, track, and respond to tickets on the go.

User Satisfaction Survey

After a ticket is resolved, users can provide feedback on their satisfaction with the support provided.

Asset management

Through inventory control the portal can maintain an up-to-date inventory list that includes details like

Asset type (laptops, keyboards, printers, other devices, etc,.)

Serial numbers

Locations.

The portal allows for tracking the status and location of each asset

Asset management systems allow scheduling and track maintenance tasks for hardware assets.

Track warranty information for assets, ensuring that warranty claims are made in a timely manner.

Asset management systems facilitate asset audits and compliance checks.

Integration with the help desk ticketing system allows for linking assets to specific support requests.

PHP MySQL ASP.NET

Project ID: #37494208

About the project

76 proposals Remote project Active 1 mo ago

76 freelancers are bidding on average $1192 for this job

infowider11

Hi, I understand your project requirements, I'll develop the Web-based *** IT Help desk Ticketing system*** including All the FEATURES and functionality based on your requirements, Ticket creation Ticket tracking Tic More

$1400 USD in 10 days
(303 Reviews)
9.1
codemeg

Hi, We have 8+ years of experience in designing and developing efficient and intuitive user interfaces for web applications. With my team's expertise, we have the capability to complete any project from scratch. We More

$750 USD in 21 days
(55 Reviews)
8.7
AwaisChaudhry

Hey Good afternoon , Just finished reading the brief details . I see you have been looking for someone who has experience with these tech stacks MySQL, PHP and ASP.NET. I will request you to review my profile, skills, More

$1500 USD in 10 days
(53 Reviews)
7.8
extreamcode

Hi There, Thank you for considering our services for your web-based IT Help Desk Ticketing System. We understand the importance of efficiently managing IT support requests and ensuring a smooth workflow for both users More

$900 USD in 15 days
(113 Reviews)
8.0
Walkingdreams

Hello there! My name is Kishore, and I am here to introduce you to the Full Stack development team led by me. We specialize in building strong connections with consumers through effective project planning and managemen More

$900 USD in 7 days
(134 Reviews)
7.5
ayesha0124

Hello there, The skills PHP, MySQL and ASP.NET u mentioned on the project fall under my level of expertise so i can surely help u with it. Please have a look at my profile: https://www.freelancer.com/u/ayesha0124 Looki More

$1500 USD in 8 days
(20 Reviews)
6.6
AITSoft

Hey there, I have 4 years of working experience in web technologies and I have a strong working knowledge of every possible framework which is in the market. In terms of client-end I know: ASP.NET, MySQL and PHP Also More

$1500 USD in 10 days
(16 Reviews)
6.8
anshwebs

Hello, my name is Anikesh and I'm a free lancer with 7+ years of experience in the IT industry. I understand that you are looking for someone to build an IT Help Desk system, and I believe that I am the best fit for th More

$900 USD in 7 days
(87 Reviews)
6.3
talhamq

Hi there! My name is Talha and I am a freelancer with extensive experience in providing IT services. After studying at the university level and working in IT for several years, I have developed the skills necessary to More

$900 USD in 1 day
(195 Reviews)
6.2
stelianrosca618

Hello, my name is Stelian and I am a professional freelancer with over 10 years of experience in the technology field. I understand that you are looking for an IT help desk system and I believe I am the best fit for th More

$1000 USD in 7 days
(14 Reviews)
5.8
abhisaini0188

Dear Client, my name is Abhishek and I'm a Full Stack Developer specializing in the MEAN/MERN/LAMP tech stack. I understand that you are looking for an IT Help Desk system that plays a critical role in efficiently ma More

$1200 USD in 15 days
(16 Reviews)
5.9
pksaini1990

Hello, I'm Parvesh Saini, and we have a ready-to-use IT Help Desk Ticketing system that meets all your requirements. Our system includes ticket creation, tracking, prioritization, a knowledge base, reporting, user por More

$500 USD in 20 days
(28 Reviews)
6.3
ahsan423

Greetings, I am pleased to offer a comprehensive solution for your Web-based IT Help Desk Ticketing System. With extensive expertise in PHP, MySQL, and ASP.NET, I am well-equipped to develop a robust system that meets More

$900 USD in 7 days
(10 Reviews)
5.6
CreativeExpertIT

Hello Sir, We can create ticket system based on given requirement. We offer to develop in PHP , MVC , JS + MY SQL. We can complete in 25 - 30 days Warm Regard, Kash

$900 USD in 7 days
(69 Reviews)
5.6
umair4639

a seasoned full-stack developer with over 12 years of experience, specializing in PHP, MySQL, and ASP.NET. I invite you to explore my profile, which includes a diverse portfolio and positive customer feedback, showcasi More

$1500 USD in 15 days
(5 Reviews)
5.3
umairkaramat24

Hello sir how are you doing? I have read the project detail and really interested in your project, I am full stack developer with multiple frameworks, I have great experience doing similar jobs regarding to these skill More

$1500 USD in 6 days
(16 Reviews)
5.0
dataspro

Nice to talk you ProfessionalService, After reading in detail the requirements of your project and concluding that they match my areas of knowledge and skills, I would like to introduce myself. My name is Anthony Muñ More

$2290 USD in 7 days
(5 Reviews)
5.5
Isoropisths

Hello there! My name is Ioannis and I'm excited to say that I am a qualified freelancer with extensive experience in web development. With this background, I believe I am the perfect fit for your project. You are sear More

$900 USD in 7 days
(4 Reviews)
4.5
tomastudja

Hello, nice to meet you. I just read your job posting. I have lots of experience in this field, so you don't need found another one. If you give me a chance, I'll provide you with the perfect result. I want to more dis More

$2000 USD in 10 days
(4 Reviews)
4.3
nyarOnyari

Greetings, I have read your project description about IT Help Desk system. I have delivered similar projects using HTML 5, CCS, Bootstrap, Laravel, Laravel Filament, PHP and MySQL. I have also worked with some learnin More

$1500 USD in 10 days
(15 Reviews)
3.9