Comprehensive Ticketing System Development

mydomain.com → Main website psa.mydomain.com.com → Internal PSA portal.mydomain.com.com → Customer portal api.mydomain.com.com → API Ticket Workflow Requirements 1. Ticket Creation Workflow When receiving a customer phone call: * Create a new ticket * Assign ticket number automatically * Add customer information * Add multiple contacts to the same ticket * Add device information * Add issue description * Add diagnostic service automatically or manually Once the ticket is created: * Customer should receive email confirmation * Email should include: * Ticket number * Ticket details * Calendar invite * Company contact information 2. Ticket Tabs Structure Each ticket should contain multiple tabs Required tabs: A. Overview * Ticket summary * Status * Priority * Assigned technician * Dates * Billing summary B. Notes Two note types: 1. General Notes * Visible to customer * Included on final invoice * Sent via email updates if selected 2. Internal Notes * Visible only to internal staff * Never shown to customer * Never included on invoices C. Services * Add labor/services to ticket * Hourly or flat-rate services * Service categories * Service pricing * Diagnostic fees * Taxable/non-taxable options D. Inventory / Parts * Add products from inventory * Automatically deduct inventory quantity * Link products to ticket number * Restore inventory if item removed from ticket E. Contacts * Multiple contacts per ticket * Contact role/title * Phone/email F. Credentials Store customer technical information: * Computer credentials * Router passwords * WiFi credentials * Device login information * Remote access details Credentials must be encrypted in database. G. Attachments * Photos * Documents * Screenshots * PDFs H. Billing * Invoices * Payment history * Payment status * Balance due 3. Diagnostic Fee Workflow Workflow example: * Diagnostic fee = $10 * Standard repair service = $30 Process: A. When ticket is created: * Add diagnostic service to ticket * Generate invoice immediately * Send payment link to customer B. Payment methods: * Online payment link * Phone payment * Manual payment marking C. Once payment received: * Diagnostic service automatically marked PAID D. Ticket remains OPEN while work is performed. E. When repair completed: * Add final labor/service charge * PSA automatically deduct previously paid diagnostic fee Example: * Service charge = $30 * Diagnostic already paid = $10 * Remaining labor = $20 F. If additional products/parts used: * Add product costs automatically Example: * Remaining labor = $20 * Parts used = $50 * Final invoice total = $70 All calculations should happen automatically. 4. Inventory Workflow Inventory must support: * Product categories * Quantity tracking * Cost price * Selling price * Supplier/vendor * SKU/part number When product added to ticket: * Inventory quantity decreases automatically * Ticket number linked to inventory movement When product removed from ticket: * Inventory quantity restored automatically Inventory history should show: * Which ticket used item * Date used * Technician * Quantity used 5. Final Invoice Generation When closing ticket: PSA should automatically generate final invoice including: * All billable services * Hourly labor * Flat-rate labor * Diagnostic deduction * Products/parts used * Taxes * General notes * Work performed summary Invoice should: * Be PDF format * Use invoice template * Be emailed automatically to customer 6. Email & Communication Workflow When ticket created: * Customer receives ticket email When ticket updated: * Customer receives update email When technician adds customer-visible note: * Email sent automatically If customer replies by email: * Reply should appear inside ticket notes automatically Email threading should match by: * Ticket number * Email subject 7. Ticket Status Automation Required statuses: * New * Open * Waiting Customer Reply * Customer Replied * In Progress * Pending Parts * Resolved * Closed Automation rules: A. If technician sends customer question: * Status automatically changes to: Waiting Customer Reply B. If customer replies by email: * Status automatically changes to: Customer Replied C. If technician starts work: * Status changes to: In Progress D. If final invoice paid: * Ticket can be marked Closed 8. Dashboard Requirements Main dashboard should display: * Open tickets * Waiting customer reply * Customer replied tickets * Tickets by priority * Unpaid invoices * Revenue summary * Low inventory alerts * Recent activity 9. Time Tracking & Billing Support: * Hourly billing * Flat-rate billing Hourly billing: * Track hours/minutes * Automatic calculation Flat-rate billing: * Fixed service amount Final invoice should calculate automatically based on: * Labor * Parts * Taxes * Discounts * Previous payments 10. Security Requirements Credentials tab must: * Encrypt passwords * Restrict visibility * Log access history All customer data must: * Use SSL * Have daily backups * Include audit logging 11. Customer Portal Customers should be able to: * View ticket updates * Reply to tickets * Pay invoices * Download invoices * View ticket history * Upload attachments 12. Future Expansion System should be designed modularly so future features can be added later without rebuilding system. Notes: Any additional feature ideas or improvements you’d recommend are greatly appreciated. I’m always open to enhancements that can make the project even better.