I'm looking to create a very basic service desk web application. The application is intended to act as a service desk (ticketing) system for a small IT services company. It needs to be modeled exactly after the wordpress plugin - WP Support Plus. A live demo can be provided upon request.
Customer should be able to sign-up and subsequently log-in to a dashboard. Only a logged in customer can create a support ticket. A customer can also view all tickets for his/her company. Information to be captured by a customer sign up includes: First Name, Last Name, Email, Telephone, Company Name, Website, Username and Password
A manager can log-in (no sign-up) and view the ticketing dashboard. A manager can view all tickets, assign tickets to a technician (agent) and see stats for tickets. Stats are:
In Progress Tickets
A technician/agent can log-in (no sign up) and view only tickets assigned to him/her. A technician can update ticket status and add comments to the ticket.
A ticket is used to capture an incident logged by a customer. It is the customer's way of directly requesting support for a problem. A ticket has a Subject, Description, Category and Priority.
Subject - free text.
Description - Free text box for description of issue
Category - CCTV/Surveillance, Desktop Support, Network Infrastructure Support, Software/User Support.
Priority is either High, Medium Low or Normal.
Other fields are Assigned To, Priority, Updated and Raised By
Ticket creation automatically updates the manager dashboard (a new ticket has been created). A ticket can then go through the following stages: Closed, Open, Pending, In Progress.
A manager (supervisor) can assign a ticket to an agent Received means the ticket has been logged in the system. Assigned means the ticket has been assigned to a technician. In-progress means that the technician has begun work. Closed means that the work has been completed and Pending means that the ticket is on hold for some unforeseen circumstance.
The application is not intended to be visually complicated, nor generally as well. Deliverables should include
1. All source code, commented where possible
2. Full export of database
3. ER diagram for database
Those interested in bidding should answer the following questions:
1. Please indicate your experience with developing web applications in PHP/MYSql and any service desk application experience.
2. Please indicate if you would like to see a live demo of what the site should look like.
3. Please indicate that your bid is accurate and will be honored. I would rather not entertain negotiations after award and or non-delivery due to project underestimation.
Screenshots and/or a live demo can be provided for reference.