A Web-Based Ticketing System : Improving IT Support Efficiency and Employee Productivity
Patel, Parth (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025052214932
https://urn.fi/URN:NBN:fi:amk-2025052214932
Tiivistelmä
This thesis describes the development of a web based ticketing system with the aim of enhancing IT support efficiency and employee productivity. The research design was based on an iterative agile-based prototyping methodology which more or less facilitated regular testing and improvement of the system features of each iteration based on the feedbacks received. The system enables users to safely login, open support ticket, track progress and connect with IT personnel based on their respective roles. Employee, Admin, or Super Admin.
A new modern architecture: full-stack was deployed, based on React.js for the user interface, Node.js and Express.js for backend logic and MongoDB as a robust and scalable database. The system as well incorporates critical aspects such as role based access control, ticket prioritization and activity tracking to make it responsive and accountability-based.
To verify the performance and usability of the system structured functional and user testing was carried out. These assessments showed that the system does indeed cut the time taken to resolve tickets and improve communication within IT teams.
This learnt a full stack development, secure authentication as well as user-centric development. The outcome is a practical application that can support efficient IT operations, reduced downtime and service delivery improvements across departments.
A new modern architecture: full-stack was deployed, based on React.js for the user interface, Node.js and Express.js for backend logic and MongoDB as a robust and scalable database. The system as well incorporates critical aspects such as role based access control, ticket prioritization and activity tracking to make it responsive and accountability-based.
To verify the performance and usability of the system structured functional and user testing was carried out. These assessments showed that the system does indeed cut the time taken to resolve tickets and improve communication within IT teams.
This learnt a full stack development, secure authentication as well as user-centric development. The outcome is a practical application that can support efficient IT operations, reduced downtime and service delivery improvements across departments.