Helpdesk Web Application

This helpdesk system streamlines client request management for various programs. It categorizes requests (issues, assistance, training, changes) received via multiple channels like Email, Whatsapp, or chat. Operators can register, delegate, and modify requests, attaching documents as needed. Responsible personnel can view, update, and resolve requests, enhancing internal collaboration and problem-solving efficiency. This system fosters smoother communication between IT and other departments, minimizing disruptions and improving client satisfaction.

Technologies used:

Figure 1. Login page

The first time that the user opens the system, they are presented with the login view, where the user should prompt the username and password in order to access the system, as seen in Figure 1.


Figure 2. List of client's requests

As seen in Figure 2, when the user logs into the system, the left pane of the page displays the menu with different options. If the logged user has an Operator role, he can perform actions and view the following: 1. List of requests - displays a table view with every request registered in the database. There is an edit, delete and download option for each request in that table (each row represents a request) 2. Registered requests - displays the table with requests that have the status ‘Registered’ 3. Requests in process - displays the table with requests that have the status ‘In process’; 4. Completed requests - displays the table with requests that have the status ‘Completed’ 5. Create request - opens a form with two sections, where the operator can create a new request. (Figure 45) 6. Edit, Delete and download document related to a request The first section has information about the client that the operator is creating a request for. While the second section contains information about the request itself, such as title, date, description, program that the client has made a request for, type of request etc.


Figure 4. Create new request

Figure 3 shows the page users with role 'operator' can create a new client request in the system.


Figure 4. Delete request

Operators can view, create, update and delete requests in the system. Figure 4 displays the page of the deletion of an exisiting request from the table.


Figure 5. Returning response for the request

When a user with the ‘Responsible’ role logs into the system, he can view the list of requests that he is responsible for. He can give a solution to that request using the edit icon of the request, and cannot delete the requests that have the status ‘Completed’ (Përfunduar). Users with this role cannot create new requests, so the button doesn’t show up on their page. Creating requests is an operator’s duty. When opening a request to give a solution, he can view all the details of that request, download the document if there is one and complete the necessary fields for the solution of that request. (Figure 5)