SolveIt: Client Support Ticketing System

SolveIt* is a client-support ticketing system developed to streamline customer support processes. It allows external clients to submit support tickets for various company products and enables support team members to manage and resolve them. Support managers can assign tickets, oversee operations, and monitor team performance. The system improves service quality by enhancing ticket resolution times and offering an intuitive experience for both clients and staff.

Main Actors

• External Client: Submits and tracks support tickets.
• Company Support Team Member: Works on assigned tickets and provides updates.
• Company Support Manager: Manages tickets, assigns them to team members, adds new support team members, and tracks performance.

Key Features

• Client Registration: External clients can register via a registration link on the login page.
• Profile Management: Clients and support team members can manage their profiles, including updating personal information, changing passwords, and managing notification preferences.
• Support Manager: Pre-registered in the system through a database script, can add new support team members, manage employees, and external clients.
• Ticket Management:
  • Clients can submit new tickets with product selection, problem descriptions, and attachments.
  • Support Managers can assign or reassign tickets to specific employees.
  • Employees can update, comment on, and close tickets upon confirmation from the client.
• Dashboard: Managers have access to a dashboard displaying ticket status, team productivity, and performance charts.

Technologies Used

• Frontend: Angular for a responsive and dynamic user interface.
• Backend: ASP.NET Core (C#) for scalable and secure business logic.
• Database: MSSQL with Entity Framework for efficient data management.
• Additional Features: Logging, error handling, and secure coding practices for a robust and maintainable system.

System Architecture

The SolveIt system uses a 3-Tier Architecture to keep the application organized and efficient:

1. Presentation Layer (UI):

• Built with Angular, this layer is responsible for the user interface and interacts with the backend to display data and process user actions.

2. Business Logic Layer (API):

• The core logic of the system, developed with ASP.NET Core, processes requests from the UI and handles tasks like ticket management and user operations.

3. Data Access Layer (DAL):

• Using Entity Framework and MSSQL, this layer manages all interactions with the database, performing operations like saving and retrieving data.

Contributors

• Ahmad Alkaraki (Supervisor)
• Alanoud Altuwaijri (Team Member)
• Mustafa Sallat (Team Member)
• Hamzeh In'am (Team Member)
• Mohd Qusaireen (Team Member)

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License

This project is licensed under T2 - Business Research and Development Company License.