Service Ticket Management System: Laravel

In this modern world, customer experience is key to a company’s success. We constantly struggle to manage customer complaints, issues, delivery of repair, and stable workflow. Repetitive and mundane tasks consume more manpower, time, and cost. So to solve the mentioned problems and better the user experience with the help of IT, I developed a Service Ticket Management System. This application manages your customer issues, keeps them updated regarding their complaint progress, and maintains a check on time workflow.

My experience:

My first project, as an intern, was to develop a one-pager website which helped me brush front-end skills. Later in that month, I learned about PHP, Laravel Framework and created a small Blog project. Then I was thorough with my Laravel framework. I was assigned to make Service Ticket Management System, being the first live project. During this project, I learned about MVC, Roles & Permissions, Validations, Authentication, Blade Templating, and APIs. Apart from technical learning, I gain experience in different skills such as multitasking, communication, punctuality, meeting deadlines, and improved my ability to solve problems. I got exposure to full-stack development during this project.

About my project :

Service Ticket Management System consists of 4 users that are Super-Admin, Admin, Operator, and Engineer. Each role has specific permissions to do certain tasks.

Admin: Permission to all tasks.

Master: Overlook Operator and Engineer. Cannot create new permissions and roles. Responsible for the creation of new users and assigning roles.

Operator: Responsible for complaints generation and assigning engineers to each complaint.

Engineer: Responsible for status check-in of the complaint assigned to them.

This project notifies customers regarding their complaints through SMS. Employees can log in directly via the OTP. This project improves a company’s complaint management and user experience.

Technologies used:

For the user interface(front-end), I used HTML5, CSS, Blade templating, and Javascript. I also used Bootstrap for designing and styling my webpage. HTML is for webpage structure, CSS for styling the HTML and making our user experience beautiful. Javascript is for adding animations, calling functions, and sending Ajax requests with the help of JQuery in this project.

Blade templating used to fetch data from the back-end to the user front-end interface. Apart from this, MySQL relational databases are to store data with Laravel Framework to hold the project. Sequel Pro is a database GUI for Mac. The operating system used for this is MacOS.

Conclusion

This industrial internship increased my technical as well as work ethics. Service Ticket Management System is there to help companies compete with their rivals and manage the customer’s complaint with efficient workflow.

This whole experience of me working on this project alone taught me so much about time management, individuality, and how the IT industry works on projects.

I like to thank my mentors and CSE DEPARTMENT, BENNETT UNIVERSITY, for encouraging and guiding me through technical difficulties.