The project challenge was to design a module to provide a strong and effective workflow both for internal and customer support departments. This is essentially a fully featured ticket management system that helps its users keep track of, attend to, and reassign the tickets to appropriate departments or organizations.
Following a thorough research, we decided to use an open source support ticket system OsTicket. However, the software needed to be modified in accordance with our needs.
First of all, it was necessary to implement support for multi-tenancy inside a single application instance. This way, multiple clients are able to use a single instance of the Service Desk. This solution allowed us to save on software hosting and server hardware resources.
We also integrated the Service Desk software with the client’s portal, so that this portal could replicate its user accounts and other available data.
In addition, we integrated the Service desk with the SSO protocol of our client’s portal. We did this to automatically sign-in its users to our Service Desk, so they could freely navigate the Service desk without repeatedly being asked to sign in. Hence, the system now has the ability to synchronize the user accounts with RMM’s user accounts at the database level and RMM staff users can use the same credentials to login into the ticketing system.
To ensure good usability, we created two user panels for convenience: one for administrators and one for the staff.
The Admin panel allows the administrators to configure preferences for the following components: Tickets, Mail, Access, Alerts and Notices, Help Topics, Ticket Filters, SLA Plans and Forms. The administrators are given the option to assign and reassign tickets as well as generate reports. Here, they determine how the system should function.
The Staff Panel allows agents to manage assigned tickets, edit organizations, create new users, manage knowledge base items and generate reports.
In the end, the project resulted in an exceedingly agile and functional platform able to simplify the workflow both for our client and its customers.