Case Study - Online Support Site

Application: Online Support System 
Industry: Information Technology 
Aim: To design a web application to provide an online support system to customers of a hardware AMC firm
Background: Our client, seller of computer hardware to leading IT companies approached us with the need of an effective Customer Relationship Management solution rendwith specific focus on their increasing need for a trackable customer support system. A feature rich  online Support System was needed to help them manage their customers' request with greater efficiency and accuracy. They also wanted to can standard responses to cut down on man-hours taken in responding to standard queries.
Objectives: The primary goal for our development team was to design a website that would help our client to give better service to their customers and solve their issues online itself. The system analysis process led to the realization of the following objectives:
Design an advanced OSS with wide range of features
Interactive admin interface
Knowledgebase for client area
Ability to can and re-use responses
Fully customized design with easy implementation
Solution: We designed a feature packed online support system for the client enabling them to provide the highest level of customer service and support. The system is integrated with a highly effective ticket management module. Users can create tickets via web interface or direct email submission on the system and the tickets are automatically assigned to the appropriate level of technician thtrough an intelligent filtering system. Individual technicians can only see the tickets assigned to them. 
The system we designed allows the client to log in with the registered ID into the system. If the ID is not registered the user has to either get his/her ID registered or he/she can send a mail through an already registered ID. The user can sort the tickets through 'Ticket sorting and filtering' option available on the navigation bar. The design of the module also lets the user to send attachments. 
The custom Online Support System also offers an option to set different access rights for users at their customers' organizations. The main point of contact at their customer's end can specify different users in their company and request specific privileges for them. This as well as creating new user groups can be handled using the Admin Module. 
All the replies by the technical support staff are date, time & location stamped.
Technical Background:
PHP and MySql on the server-side
HTML and Javascript on the client-side 
Features: Some of the features enjoyed by different types of users are given below: