Case Study - Ticket Management
A seamless, secure platform offering UPI-integrated pre-approved credit lines with dynamic limits and rewards.
Challenge
Develop and implement an automated ticket assignment system to enhance the efficiency of ticket management. The challenge was to design a system that intelligently categorizes and assigns tickets to the appropriate departments while providing a user-friendly interface for real-time communication and resolution.
- Automate ticket sorting based on criteria and content analysis.
- Enable real-time chat between users and admins for effective communication.
- Streamline the ticket resolution workflow to minimize delays.
- Empower users with autonomy to close tickets upon resolution.
Solution
Implemented an automated ticket assignment system designed to optimize ticket management and enhance user satisfaction.
The system categorizes tickets using content analysis and predefined criteria, automatically routing them to the correct departments. Real-time chat functionality facilitates seamless communication between users and administrators, and a streamlined workflow accelerates resolution. Additionally, the system empowers users to close tickets upon completion, fostering autonomy and reducing administrative overhead.
Key components of the solution include:
- Automated Ticket Sorting: Intelligent routing based on content and criteria.
- Real-Time Communication: Integrated chat for efficient user-admin interactions.
- Streamlined Workflow: Designed to reduce ticket resolution time.
- User Autonomy: Empowering users to close tickets after resolution.
The system is built using scalable and robust technologies, ensuring a reliable, efficient, and user-centric experience that improves system efficiency and satisfaction for all stakeholders.
Technologies
HTML5
CSS3
JavaScript
SocketIO
NodeJS
ExpressJS
MongoDB
Git
