Aim with this project is to create a simple support ticketing system that can be used cross company-wise.
Main use will be emails between clients and support staff. Mainly used within webdevelopment and webhosting.
Service will be hosted on a Linux Ubuntu server with LAMP.
emails send via sendgrid.com API
Flow 1: (A typical flow for a support request)
A User reports an issue via email to support()xxxx.com.
When receiving the email the system checks for sender email and subject (ID) to assign the email-request to right ticket and support staff.
If emailaddress (to) is defined in admin (support()xxxx.com) the system knows that this ticket request should be sent to supporter y (or more).
Then an email is generated and send to supporter y. (or more support staffs)
Supporter can reply email and system will handle comments.
All comments from users and supporters will then be added to the thread so supporters can login and see history.
Supporters should be able to add keywords to the top of the email:
solved, reopened, closed (to change status)
reasign:aaaa()xxx.com to assign to another email
reasign: project12334 to assign to another project.
System should handle:
Status (New, open, pending, solved, reopened, closed)
type (question, incident, problem, task)
Priority (low, normal, urgent, critical)
Company name: Company A,
Domains: xxx.com, yyy.com
support email support()xxx.com, support()yyy.com
Project assigned to company
Autoreply (when email is received from users)
- New ticket has been created
- Your ticket is still being investigated
Answers (existing ticket numbers)
Assign users to projects
Add standard email content and upload logo
change email content for specific companies.