Ticket Sistem (PHP+MySQL+POP3)

• Project ID:

  784974

• Project Type:

  Fixed

• Budget:

  $250-$750 USD
  

Project Description:

Ticket system documentation

The ticket system is basically the same as other ticket systems but it has to be a little customized for our needs.
We need a ticket system that can do:
- Register ticket through web interface
- Has to be Unix based (PHP, MySQL)
- Dynamic (AJAX)
- Can be modified (we want to add our CRM, “click for paste” in answer box from a plug-in):
o We receive a ticket from one customer
o We have a database with hotels and info
o We want just to click on a hotel and insert the info directly in the answer box
- Multiple operators
- Multiple languages (we want to be able to translate the ticket system)
- Operators statistics (per day, month, year)
- Tickets statistics (per day, month year, tickets age)
- Multiple ticket status (open, waiting for customer, waiting for operator, closed, duplicate, solved, unsolved)
- Multiple groups (operators in each group)
- To be able to update ticket info (customer info, email, phone, address, city, country)
- Every ticket needs to have the following info:
o Name (mandatory)
o Email (mandatory)
o Phone (mandatory)
o City (mandatory)
o Country
o Subject (mandatory)
o Status (mandatory)
o Date created (mandatory)
o Date updated (mandatory)
o Operator
o Client IP (mandatory)
o Ticket group
- Every operator can assign the ticket to another operator
- If one ticket is taken by one operator, that ticket has to be blocked on that operator, no other operator can answer the client, the operator has to drop the ticket or assign to another operator for other to answer it
- The answers have to be HTML based (for signature and some images – remember the CRM above when we can auto insert info about that hotel)
- The tickets can be deleted only by administrators, or administrator password.
- Ticket has to be email based, this means every answered ticket sends an email to customer and that customer can reply to that email and the ticket is auto updated (POP3 email account)
- Every answer can contain attachments (.doc, .docx, .xls, .xlsx, .pdf, .txt, .jpg etc ..)
- The ticket answer system can have predefined template messages
- When a ticket is made an confirmation email is sent to customer, that customer can access a webpage with some access code for that ticket and can view his ticket status and replies .
- Every ticket has to be ID based and access code based
- All tickets can be searched by Subject, Ticket ID, Name, Phone, Email, Operator, Status, Date interval, Text (client text or operator answer), City, Country
- A ticket can be previewed before opening.
- A ticket can be allocated, deleted, closed by admin.
- Operators cannot delete a ticket, they can’t close it if they didn’t answer it, cannot allocate to someone else (they have to take that ticket and the allocate to someone else)
- All operator actions need to be logged in system – an administrator can search and view statistics of an operator (actions, tickets closed, taken, reallocated .. etc)
- Administrators can do anything, add users, delete tickets, delete users, view statistics for every operator.

Like above, ticket system has to be Unix based PHP/MySQL, a ticket can be created outside web interface (API)
Tickets can be checked outside system (API) – get statistics, get emails, create ticket from our contact forms.
Has to be well documented code, based on OOP, POP3 integration (for a single email). The system has to check every 5 minutes an email (eg: contact [at] example.org) for #ID in subject and append new messages from customer to that #ID in system.
Database structure has to be well formatted and optimized (indexes to JOINS etc), and readable.
All passwords has to be MD5 encrypted.

Additional Project Description:

09/03/2010 at 3:37 EDT:
Ticket system documentation

The ticket system is basically the same as other ticket systems but it has to be a little customized for our needs.
We need a ticket system that can do:
- Register ticket through web interface
- Has to be Unix based (PHP, MySQL)
- Dynamic (AJAX)
- Can be modified (we want to add our CRM, “click for paste” in answer box from a plug-in):
o We receive a ticket from one customer
o We have a database with hotels and info
o We want just to click on a hotel and insert the info directly in the answer box
- Multiple operators
- Multiple languages (we want to be able to translate the ticket system)
- Operators statistics (per day, month, year)
- Tickets statistics (per day, month year, tickets age)
- Multiple ticket status (open, waiting for customer, waiting for operator, closed, duplicate, solved, unsolved, rejected offer)
- Multiple groups (operators in each group)
- To be able to update ticket info (customer info, email, phone, address, city, country)
- Every ticket needs to have the following info:
o Name (mandatory)
o Email (mandatory)
o Phone (mandatory)
o City (mandatory)
o Country
o Subject (mandatory)
o Status (mandatory)
o Date created (mandatory)
o Date updated (mandatory)
o Operator
o Client IP (mandatory)
o Ticket group
- Every operator can assign the ticket to another operator
- If one ticket is taken by one operator, that ticket has to be blocked on that operator, no other operator can answer the client, the operator has to drop the ticket or assign to another operator for other to answer it
- The answers have to be HTML based (for signature and some images – remember the CRM above when we can auto insert info about that hotel)
- The tickets can be deleted only by administrators, or administrator password.
- Ticket has to be email based, this means every answered ticket sends an email to customer and that customer can reply to that email and the ticket is auto updated (POP3 email account) + automatic email goes to operator to inform new message is received
- Every answer can contain attachments (.doc, .docx, .xls, .xlsx, .pdf, .txt, .jpg etc ...)
- The ticket answer system MUST have predefined template messages, but also free text
- With each login at the end of the ticket there must be the operator signature
- When a ticket is made a confirmation email is sent to customer, that customer can access a webpage with some access code for that ticket and can view his ticket status and may reply.
- Every ticket has to be ID based and access code based
- All tickets can be searched by Subject, Ticket ID, Name, Phone, Email, Operator, Status, Date interval, Text (client text or operator answer), City, Country
- A ticket can be previewed before opening.
- A ticket can be allocated, deleted, closed by admin.
- All operator actions need to be logged in system – an administrator can search and view statistics of an operator (actions, tickets closed, taken, reallocated .. etc)
- Administrators can do anything, add users, delete tickets, delete users, view statistics for every operator.
- Statistics are needed per operator, per tickets: daily, weekly, monthly
- Must be able to create new ticket manually

Like above, ticket system has to be Unix based PHP/MySQL, a ticket can be created outside web interface (API)
Tickets can be checked outside system (API) – get statistics, get emails, create ticket from our contact forms.
Has to be well documented code, based on OOP, POP3 integration (for a single email). The system has to check every 5 minutes an email (eg: ticket@example.org) for #ID in subject and append new messages from customer to that #ID in system.
Database structure has to be well formatted and optimized (indexes to JOINS etc), and readable.
All passwords has to be MD5 encrypted.

Skills required:

AJAX, MySQL, PHP, UNIX