Core Features
Role-Based Service Desk
Employees, support staff, technicians, and administrators each receive a workflow suited to their responsibilities.
Ticket Submission and Priority
Support requests capture issue details and urgency so incoming work can be reviewed consistently.
Technician Assignment
Tickets can be assigned to a responsible technician, making ownership visible throughout the request lifecycle.
Status and Resolution History
Progress updates, comments, and resolution records keep the complete support trail easy to follow.
Development Process
The Challenge
Support requests can be missed or delayed when they are handled through scattered messages and manual logs. The main design challenge was keeping ownership, urgency, status, and history understandable across several user roles.
The Solution
- Workflow Mapping: The support lifecycle was mapped from submission and triage through assignment, progress, and resolution.
- Role-Aware Interface: Views and actions were organized around the needs of employees, technicians, support staff, and administrators.
- Relational Records: The data model keeps tickets, assignments, comments, priorities, statuses, and resolution history connected.
- Full-Stack Integration: API endpoints and authentication were connected to a responsive React interface and tested across the ticket lifecycle.
Key Takeaways
The project improved how I design role-based workflows and maintain clear, traceable records as a request moves through multiple people and system states.