HelpDeskSystem: Web-Based Customer Support Platform

HelpDeskSystem is a web-based customer support platform designed to streamline issue tracking and team communication. It provides a complete ticketing workflow — from submission to resolution — with role-based access for customers, agents, and administrators.

Features

• Ticket lifecycle management: create, assign, escalate, and close tickets with full audit trails.
• User authentication: role-based access control distinguishes customers, support agents, and admins.
• Real-time status updates: customers receive live notifications when their ticket status changes.
• Ticket categorisation and priority: tags, priority levels, and SLA tracking for efficient triage.
• Agent dashboard: queue management with filters, search, and bulk actions.
• Admin panel: user management, team assignments, and system-wide reporting.

Technology Stack

• Backend: Python (Flask/Django) with a SQL relational database for structured ticket and user data.
• Frontend: JavaScript + CSS for a responsive single-page interface.
• Auth: session-based authentication with hashed credentials and CSRF protection.