PHP/MYSQL Customer Support Ticketing System

Budget $3000 - $5000 USD
Bids 66
Average Bid $3861

This project does not need to look pretty, we just want good functionality. See attached files for an idea of what we’re looking for (not exact!)
This is a customer support ticket project. Our company takes care of support of customers from many different retailers. For purposes of understanding...A customer purchases a product from a retail store. The retailer gives us all of the customer and sale information from that purchase. We enter that into our database. We then automatically follow up with the customer 7 days, 30 days, 90 days, 6 months and 1 year from the date their information is put in. If a customer has an issue with their product, they call us. We then open a ticket, email the retailer so they know, and we contact the customer’s attached service company to resolve the issue. We then follow up with them to make sure it is fixed. This means the retailer does not have to manage service issues for their customers.

***Customer Management***
The customer management feature of the web site will allow the user to view, add, modify and
delete customers. Initially when the customer is added the user will enter basic information about the
customer. Once the customer has been added the user will be able to update all related customer
information or delete the customer from the database. In addition to updating basic information the
user will also be able to add and modify the following items related to the customer; each item will
have its own form to add/update information:
- Product information (including equipment attached to the product)
- Trouble tickets
- Payment information
- Notes

On the main customer management page the user will be able to search customers by first and/or
last name, or email, or phone number and filter results by retailer.

Trouble tickets will have the additional functionality that will allow them to be emailed to a service
Vendor as well as the retailer they are attached to.

--The following details the information that the user will be able to add and update for each customer.
Customer basic information will include the following fields and will be entered by the user upon
adding a new customer:

- Associated retailer; this will be a list generated automatically as retailers are added to the system
- Associated technician (assigned when customer is added, is customers main contact)
- Associated service company; this will pull from the same data as the retailer drop-down. Service companies will be attached to Retailers.
- Customer Representative; This is an employee of the retail company who sold the customer their spa or pool. Employees are attached to retail companies.
- Member #
- First Name
- Last Name
- Member Birthday
- Spouses First Name
- Spouses Birthday
- Children’s Names
- Home Phone #
- Cell Phone #
- Fax #
- Email Address
- Billing Address 1
- Billing Address 2
- Billing City
- Billing State
- Billing Zipcode
- Service Address 1
- Service Address 2
- Service City
- Service State
- Service Zipcode

--Trouble tickets will include the following information and will be entered by the user when managing customer information. When a ticket is being updated, the technician can change info already in the ticket as well as add new notes per update:
- Customer (name, address, email, phone number)
- Ticket Number (auto generated)
- Retailer
- Service Company (Name, address, phone, email)
- Main Technician
- Created by
- Created Date
- Product
- Suspected Equipment
- Problem Type
- Problem Sub-type
- Problem Start Date
- Problem Frequency
- Problem Codes Displayed
- Description
- Customer Actions
- Follow Up Date (default is 5 days from ticket update/create date)
- Ticket Status
- Send email to retailer (popup, send email of ticket but be able to add notes)
- Send email to service (popup, send email of ticket but be able to add notes)

-- Automatic follow ups as mentioned early in this scope will be a special ticket with a ticket number (such as FLWUP-XXXX) and only 5 text fields, one for each follow up. These are to make sure customers are happy with their initial purchase over time. These tickets are due for every customer 7 days, 30 days, 90 days, 6 months and 1 year after their information is put into the system. If the customer mentions a problem during one of these calls, the technician should be able to click a link to create a regular ticket for the issue.

--Product information will include the following information and will be entered by the user when managing customer information (customers can have more than one product):
- Product Type
- Manufacturer
- Model
- Serial #
- Used/New
- Indoor or Outdoor
- Purchase Date
- Install Date
• Seating
- Shape
• Gallons
• Placement
• Chemical Program
• Average Usage
• Total time used
• Equipment (popup, unlimited equipment can be added to each product)

--Equipment Information is part of the product information. The Product page will have the ability
to have unlimited equipments attached to a product. Equipment information consists of:
- Type
- Manufacturer (manufacturers of the selected item types here)
- Part#
- Serial#
- Used/New
- Purchase Date (defaults to purchase date of product attached to)
- Notes

--Notes will include the following information and will be entered by the user when managing customer information.
- Date
- Notes

***Retailer Management***
The retailer management feature of the web site will allow the user to view, add, modify and delete
retailers. The user will be able to add the retailer company name and contact information for each
retailer. Once a retailer has been added they will appear on the list of retailers that can be associated
to a customer (from the customer management section).
The following details the information that the user will be able to add and update for each retailer.
- Retailer Name
- Address
- City
- State
- Zip
- Billing Address
- Billing City
- Billing State
- Billing Zip
- Formation Date
- Business Type; this is a pre-defined list user will chose from
- Legal Status; this is a pre-defined list user will chose from
- Primary Contact Name
- Primary Contact Title
- Primary Contact Phone
- Primary Contact Fax
- Primary Contact Email
- Secondary Contact Name
- Secondary Contact Title
- Secondary Contact Phone
- Secondary Contact Fax
- Secondary Contact Email
- Staff Member Name and Type (popup to add unlimited staff to a retailer, first and last name, and email address for each)
***Manufacturer Management***
The manufacturer management feature of the web site will allow the user to view, add, modify and
delete manufactures. Once a manufacturer has been added they will appear on the list of
manufacturers that can be associated to a product (in the product information section under
customer management).
The manufacturer object will utilize the same fields and attributes as the retailer object.

The dashboard feature will be the home page of the website. The user will be able to search for
customers, view a list of customers due for a follow-up within the next seven days, and the most
recent trouble tickets that have been submitted. The user will be able to click on the customer from
the follow-up list to view customer’s full information. Likewise the user will be able to click on the
trouble ticket to view the trouble ticket’s full information.

We need to be able to run the following reports, to download in excel or show in the browser in html format. If the report is generated

- Retailer with most tickets in x days
- Retailer tickets in x days (choose retailer)
- Manufacturer with most tickets in x days
- Manufacturer tickets in x days (choose manufacturer)
- Summary of tickets for x retailer, in x days
- Summary of tickets for x manufacturer, in x days
- Customer list by manufacturer (choose manufacturer)
- Customer list by retailer (choose retailer)

***User Management***
A web based user management system will be implemented. Users will log into a form before viewing anything else. All users (technicians) will be created by an administrator. The administrator account will show an additional link in the application to add or edit technicians/users. The administrator will be able to reset the passwords on other user’s accounts.

There will be three levels of users.
- Administrator (has access to add or edit anything, and has the extra link to add/edit users
- Technician (can add/edit customers, tickets, customer products, and customer equipment)
- Sales Rep (can add/edit customer info only if the customer is attached to the sales rep’s retailer, can view tickets created for customers attached to their retail store, CANNOT run reports, edit/create/delete tickets, add/edit/delete manufacturers, view tickets not of their retailer, or run any email functions.

***Email Notification***
Every customer created in the system will be associated with a technician. Every
morning, a scheduled process will check the database to see if any customers have scheduled
follow-ups on that day. If a customer has a scheduled follow-up, the system will send an email to
the associated technician informing them of the follow-up along with a link to the ticket.

Application interface will be designed to have a fluid width, minimum of 900px, maximum of 1100px (or similar).
The finished product must be cross-browser compatible with IE 7, IE 8, Firefox 3.5, and Safari 4
Source code must be provided to us when finished, to be installed on our own web server by us. We need to be able to edit the source code, so the code must be clear of any security techniques to only allow the programmer to edit.

Retailer = retail Store
Sales Rep = salesperson attached to a specific retailer
Customer = customer attached to a retailer, purchased a product from store
Manufacturer = manufacturer of a product a customer purchased from retailer
Technician = support person who handles tickets and follow ups
Product = purchased by a customer, can be more than one per customer
equipment = items attached to a product, can be more than one to a product
Service Company = attached to a retailer, can be attached to multiple retailers. retailers can have more than one service company. customers can only have one service company per product

Post a Project Like This

This project was awarded to


Awnish is great. The reason we hired him and his company was due to the professional level of communication and quality of work. For us, we needed someone who could listen and respond to our needs. Awnish and his team did a wonderful job learning about our company and providing us with the exact results we needed. We will definitely be hiring him again for any future design. The project was delivered on time and on budget. We are extremely happy with the results.
About the Freelancer
abstechnosoft Profile Picture

I have 8 years of experience in PHP, MySQL. In these 8 years I have worked on different kind of projects and technologies like Magento, osCommerce, Joomla, Drupal, Wordpress, CMS, Social Networking Websites, Real Estate Websites. I am mater in OOPs concept and always update myself with latest technologies like AJAX, JSON etc and now master in these as well. From last 2 years, also working on mobile paltform and developing website and native apps for Mobile. In last 6 years, we have team sized increase from 6 to 35. We have team in SEO as well. Our Motto: We don't believe in adding bidding blindly on projects, we bid only those projects in which are confident. That why we have high completion rate.

Looking to make some money?

  • Set your budget and the time frame
  • Outline your proposal
  • Get paid for your work

Bids on this Project

  • Georgia Profile Picture


    Tbilisi,  Georgia

    I am a web developer with 10+ years of experience. I am ready to work on any freelance projects. Also I am looking for a long term relationship with any development company or individual client. I have done more than 150 projects during these years and they are mainly related to web development. Only on this site you can find a lot of reviews from the satisfied buyers who found time to write a couple of words about my work. *** Education *** Georgian Technical University. Informatics. Master's degree *** Conditions *** I have some conditions that you will need to meet if you are going to work with me. I understand that there might be exclusions. In such cases please contact me to discuss. The conditions consist of the following simple and easy points: 1. Milestone Payments. Milestones are almost always required for trust, especially for the new buyers. 2. Payment Order. I should get paid fully before you get result of my work. If for some reason the work should be performed on your server then we will need to discuss the case. 3. Communication. I accept only written communication forms: Chat, Email, Freelancer PMB, etc. I can use Skype and other IMs if needed. 3. Support. In my bids I usually don't include free support. If you need it you should tell me about it BEFORE starting a project. 4. Project Scope. I will not do work above the original project scope. Please be ready that extra work will usually need extra payment. 5. Your Delays. Timeframes and deadlines don't include delays on your side. I expect to get reply to my requests/questions within the next 48 hours or less. 6. 3rd Party Problems. Any kind of 3rd party problems shouldn't turn into my problems. I will not accept complaints regarding to this matter. Usual causes: Server/Hosting limitations, encrypted scripts, network problems, etc.

    PHP, Java, Javascript, and XML

  • webdesignandmore Profile Picture


    Los Angeles,  United States

    My name is Jay Trotter and I’m a Vice President at (one of the best full-service web design, web development and online marketing companies around). We have been in business since 2005. Having extensive experience in building fully customized websites, our goal is to deliver high quality websites and high return-on-investment marketing services. Our company is based in California and our clients are located all over the world with large concentrations in New York, Los Angeles, San Diego, London, and Australia and any number of places in between). **************************** Here's what you can expect when you hire our team: *First and foremost, even though I'm a VP, you'll always have direct access to me for any requests/requirements on your project . *I'm Ivy League educated (Columbia University in New York) and I love what I do for a living. *Because of the love I have for this industry, I take personal ownership of every project our team on-boards: * I work from 7AM to 7PM PST. * I manage or oversee each project personally. * I demand excellence of our team... and they deliver excellence consistently. * Nothing in business is more important to me than making our clients happy... and we have an amazing track record of doing just that. *Our team will always be easy to reach and communicate with via phone, email and Skype chat. *We will make your project(s) a top priority so that it gets completed quickly! *Additionally, we always offer fair pricing and provide outstanding work. Our team has broad expertise in (but not limited to): eCommerce Development WordPress WooCommerce Magento IT Staffing Long term Staffing PHP Java / Java Script MYSQL / SQL jQuery CSS / CSS3 HTML HTML5 AJAX Responsive Design Mobile - Friendly Design / Coding Zend Framework API Integration Project Management CRM Integration Intranet Development Plugin Development Database Migration PSD to WordPress PSD to Magento SEO (Search Engine Optimization) SMO (Social Media Optimization) PPC (Pay Per Click) SEM (Search Engine Marketing) SMM (Social Media Marketing) and more... Thus, we'll be able to handle all of your development needs whether you require platform based coding or custom programming. **Regarding DESIGN** If you take a moment to view our portfolio at : ( you'll quickly realize that our designers are highly skilled and they have the ability to accommodate a wide variety of stylistic preferences. The best part is, we'll not only get your project done, but we'll get it done on-time and to your absolute satisfaction!

    Website Design, Banner Design, Logo Design, and Link Building

  • arunbkumar Profile Picture


    Namakkal,  India

    We provide .NET, Content management system, Enterprise Resource Planning, Customer Relationship Management and E-Commerce solutions for the enterprise, offering quality offshore development services. Our goal is to deliver the highest quality end product, taking ownership of and treating each project as though it is for our own use. This allows customer to concentrate on their business expertise while we develop a part or all of their applications.

    PHP, ASP, C Programming, and XML

  • MarcusPan Profile Picture


    Athens,  Greece

    I have been successful as a freelancer, not just because of my web programming skills, but because I am a skilled and dependable web programmer that can be trusted to follow through with my work.

    PHP, Javascript, XML, and Script Install

  • sdtrack Profile Picture


    Los Angeles,  United States

    Perl, Shell, PHP and Java, Massive hosting, billing, reporting, risk and content mgmt. toolsets, Complete system automation solutions, CVS, Subversion and Git, Postgres, MySQL and Oracle, TCP, UDP and CGI services, XHTML, XML, and XSLT, Python, C and some C++, Custom kickstart (incl. PXE netboot) & RPMs, Custom JumpStart & Solaris Packages, PAM customization , EMP remote manage w/ Cyclades & RocketPort serial concentrators, Hardware/Software RAID & LVM, Network Service Administration and Development, Apache 1, 2 (incl. mod_perl) & MySQL, BIND 4, 8 & 9 & ISC DHCPD, Djbdns, Postfix & Exim, FTP, TFTP, NFS & Samba, SNMP, Nagios, BigBrother & Cacti, Legato Backup Software & ADIC Scalar 1000 robot, Quickbooks, ERP, Best Software MAS90, Dynamics GP, Accounting System Integration, Data Migration

    PHP, Perl, C Programming, and Java

  • fergustgv Profile Picture


    London,  United Kingdom

    Vision We believe in step by step development based on offering genuinely professional solutions. On a continuously progressive market, true evolution can only be achieved when we are permanently revising ourselves and upgrading to new technologies. Therefore we develop our company by carefully investing in both people and equipment. We strive to become one of the top 10 web companies in Europe through the quality of our services and by meeting our clients requests. Mission Our goal here at eFergus is to provide clients with complete services for creating a web site. Therefore we offer a wide range of services (web design, company identity, web sites maintenance, templates, Web hosting, domain registration, integrated promotion) both for clients interested in establishing an online presence and for those with specific requirements. We invest money, time and energy in order to bring forward the best solutions, adapted to every client's specific inquiry, and with the future in mind. Values Proficiency We like well-done things so we choose to work carefully and responsibly. The eFergus team is made up of people with at least 5 years experience in our field and who are very passionate about their range of expertise. Our solutions also include partnerships with known companies. The equipment and technologies we employ are state of the art and constantly upgrading. Moreover, all the templates on our web site are verified, tested and approved, in order to ensure the comfort and safety of our clients. Significance We weigh every option to make sure we choose the ones that serve our clients interests best. Likewise, we treat each client with the same importance, regardless of the price of their acquired service, and place the same value on each partnership we become involved in. Promptitude We believe in honest and responsible communication. Therefore staying in touch with customers represents one of our quality standards. We promptly answer all products requests and we are always at our clients service with 24/7 support and assistance. Originality We see young people as precious resources of creative and innovative ideas, so we work with a young team who is always open to new concepts. All products from the "online identity" section are made by young experienced designers, always ensuring the uniqueness of all solutions offered. Responsibility Because we take pride in the bond we share with our clients, we offer support and maintenance for web sites for up to 6 months after delivering the product and 99.9% server up-time. In fact, the only moments when the server will be down is when we make updates in order to offer even better security services. Quality services We are always connected to news and market standards because the web is constantly evolving. In order to offer all clients the best services, regardless of their location in world wide, our servers are placed in European. Due to backup generators, they have never had a second of down time since their launch. Furthermore, all our websites and templates are tested by a specialized team, in order to warrant the satisfaction of our customers. Benefits / Why us? We are the only web-service in Europe to offer complete services for creating and promoting a web site. In so doing, one of the most important advantages for our partners is to benefit from all services in the same place, saving time, money and energy. This leads to simply the best value for money on the European market. Our servers offer high speed to users while keeping costs down. The equipment and technologies we use are the latest on the market and continuously updating. We use the latest generation servers Intel Dual Xeon. As opposed to other companies, we offer unlimited traffic regardless of the hosting package you choose. Administration is simple through cPanel, the most common complete hosting management service. We also offer complete data security for our clients and frequent backups. Finally, in order to provide the best quality services, we have partnerships with the biggest domain operators worldwide: Verisign, 101Domain, RapidSSL, as well as ROTLD and partnership with state institutions.

    PHP, C Programming, Adobe Flash, and .NET

  • thecloudkernel Profile Picture


    Beit Shemesh,  Israel

    TheCloudKernel is an international premier specialist IT solutions and services company, that combines core technical expertise with a global business perspective. The company's key offerings include product development, migration, porting, re-engineering and e-commerce solutions. TheCloudKernel's state-of-art technology center is completely equipped with modern day technology aids and advancements. The skill rich engineering resource - a great mix of techno-savvy professionals and business-savvy managers from various industry verticals - is adequately exposed to internation al work culture. TheCloudKernel has a proven track record in delivering solutions on par with the best in the world. The company bases its business philosophy on the judicious blend of exceptional customer service and relentless innovation in using advanced technology. This repertoire of benefits translate into new levels of reliability and efficiency for TheCloudKernel's global clientele. Developing solutions that work seamlessly, maintaining global quality standards, TheCloudKernel equips its customers with the edge to surge ahead towards tomorrow, today itself. For faster development of top-quality software at very competitive rates, put TheCloudKernel on your team. TheCloudKernel is there from start to finish to ensure successful projects with a broad service spectrum from total outsourcing to collaborating with your team to boost software development productivity with coaching, mentoring, on-the-job training, help-desk and much more. From large public companies to small start-ups, companies trust TheCloudKernel to help develop the core software products used by their customers. TheCloudKernel specializes in developing software that delivers optimum results addressing real-world issues, while being reliable, easy to use, easy to maintain and easy to evolve. With its iterative "evolving milestone" process, TheCloudKernel can help you reduce development time and deliver better products. Even if your projects have little or no specs (or specs that may change), its process can lead you to the best solution. TheCloudKernel's expert developers have extensive experience in developing leading-edge software using Microsoft technologies. Its current focus is developing web applications for the Microsoft Technologies using ASP and SQL Server and Java Technologies using JSP and SQL Server / Oracle / MySQL. The company was established in 2001. We have in our team native speakers of many languages (mother tongue): Russian, English and Hebrew. Services: Server Side Scripting ASP.NET Active Server Pages (ASP) Servlets / Java Server Pages (JSP) PHP ColdFusion PERL Programming Languages C# VB.Net Java VB C / C++ PowerBuilder COBOL Delphi PASCAL ADA FORTRAN Architectures COM/DCOM Microsoft .NET J2EE Web Services Databases Oracle MS SQL Server Sybase MySQL MS Access DB-2 Foxpro Application/ Web Servers Microsoft IIS Apache Transaction Server Markup Languages HTML/DHTML XML/XSL WML Modeling and Visualization Tools 3D Studio Max AutoCad After Effects Front end Design Tools Adobe Photoshop / ImageReady Visual Interdev Macromedia Flash MX Macromedia Director MX Scripting Languages JavaScript VB Script Action Script Lingo System Analysis/ Projects management MS Project Rational Rose SELECT CASE tools HOW

    PHP, ASP, C Programming, and Visual Basic

  • nisaraja Profile Picture


    Islamabad,  Pakistan

    More than 7 years of experience in programming for multinational and local IT organizations and administration experience in Govt. Sector as well as private sector. Strong background in PHP/MySQL Web development, Database programming, SAP and Inventory management. Specialized in E-commerce solutions, web applications, administration and logistics support for the medium and large organizations. Worked on different positions in my career as Software Engineer, Project Officer and Project Manager. Exposure details as Software Development PHP, MySQL 06 years Joomla CMS 04 years Intermediate skills in Javascript, AJAX, JQUERY, XOOPS CMS, URL Rewriting Other Responsibilites Administration 03 years SAP & Inventory management 02 years

    PHP, Script Install, AJAX, and Joomla

  • m4bsolutions Profile Picture
  • rockenbeedesign Profile Picture


    West Valley City,  United States

    PHP, Javascript, System Admin, and Linux