Since starting out as a web developer I have worked with a number of design agencies and am currently working for a Glasgow based agency who decided to develop their own web application.
Since December I have been part of a team working on a web based football management application called the Maestro Sports System. As part of this team my responsibilities included development, imputing content, testing, bug reporting, creating help documentation and videos, updating social media and developing an in-house sales procedure for new clients. My main role over the past couple of months was in developing a client support ticket system, which users of the system could use to contact us.
So why did I not just use one of the open source ones already developed? Well basically I didn’t have much coding to do and entering data for testing can become a little mundain and its a great learning project for me in writing PHP code from scratch.
I started by doing some research into the layouts of current support ticket systems and how the menus were layed out. From there I designed a wireframe of how the user front end and the administrator back end of the system would be layed out. I then wrote out the steps a user would take to signup, submit a certain type of ticket, fill in the details, view tickets submitted and write a reply. This helped me think about the menus I would need and also the structure for the database tables.
Features included in the system include :
- New user registration
- Adding type of ticket (technical support produces more fields to fill in)
- Ticket conversation view
- Email notification of reply
- History of tickets
- Change user details
- Admin ability to add know issues with the system
- View all current tickets and status
- Reply and update ticket status
- Control user access
Planning, designing and developing a custom support ticket system was a great opportunity for me to design a concept and use my coding ability to create a working product and I am proud of what I have accomplished.