Customer_Support_System

 Customer Support System

H.M damith harshana


This system provides the issue tracking system database that records facts about known issues and send generate automated  tickets when Customer place inquiry by Using SMS, Email, direct web submission.  System helps to provide faster response to customer request and also this system help to manage customer request, inquiry placed by Web Based, Direct Email or Direct SMS Submission and produces Auto Response, Email tagging, Role-based Access, Auto Tickets Assign core features as well.

H.M damith harshana

H.M damith harshanaTechnologies used 

C# .net, SQL Server 2008, Crystal reports, Email Reading and tagging (IMAP), SMTP, GSM Short Message Reading & Sending Text mode and PDU(protocol description unit) mode.

H.M damith harshanaFeatures

Issue information knowledge base

 System provides functionality to Create, Edit and Delete Issue across Projects and Issue Types with Powerful Query support to system administration. This component provides a self-service option for customers to acquire immediate service. Customers may browse articles by search via keywords. This informational database can store support articles and answers to frequently asked questions. It is easy for staff to manage and simple for customers to use.

H.M damith harshana

H.M damith harshana



H.M damith harshana


Advanced Query Support

H.M damith harshana

Knowledge base Article Post designer

H.M damith harshana




Customer request management

System manage Help desk ticket element which contains information about support interventions automatically assign by system behalf of an end-user who has reported an incident that is preventing them from working with their computer as they would expect to be able to. That generated Ticket will have a unique Ticket number, also known as issue which is used to allow the support staff to quickly locate, add to or communicate the status of the user's request.

System provides three submission methods to ensure that ticket submission is convenient for customers

 Web Based Ticket Submission - Using the client area in System, customers may easily and quickly submit tickets registering
 Email Submission- Customers may submit tickets via a regular email. The email will be converted to a ticket, assigned to Staff for further assists, given a tracking number, and the customer will receive a confirmation email automatically.
 SMS Submission- Customers may submit tickets via a regular SMS. SMS will be converted to a ticket, assigned to Staff for further assists, given a tracking number, and the customer will receive a confirmation SMS with tracking number automatically.
User Management and authentication
System provides User management configuration for Site administration Functionalists such as Customer Registration, Staff registration, System monitoring.  Registered user may update their user profile with expanded information allowing to receive more information from customer base, registered Customer also have ability to subscribe to Knowledge base Update Notification and to track their ticket status more efficiently. System monitoring Function allows the administrator to ban a user’s email address so that the user will not be able to submit new tickets. This is useful to prevent robot submissions, spam, etc.

H.M damith harshana

H.M damith harshana
H.M damith harshana


Changeable appearance and personalization

H.M damith harshana

H.M damith harshana

H.M damith harshana

H.M damith harshana

H.M damith harshana

H.M damith harshana

H.M damith harshana

H.M damith harshana

H.M damith harshana


Automated backup Facility and Customizing

H.M damith harshana

H.M damith harshana