ISP Ticketing Management System

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As a Web Developer, I developed an ISP Ticketing Management System using Laravel and MySQL to optimize the process of managing technical issues and customer service requests within an Internet Service Provider company. This platform centralizes ticket creation, status tracking, and technician accountability, providing both operational efficiency and enhanced customer satisfaction.

The system serves as a vital tool for the ISP to systematically address network troubles, ensure timely resolution, and measure technician performance against predefined KPIs, ultimately contributing to service quality improvement.

1. Ticket Creation: Easy submission of trouble tickets by customers or support staff for prompt issue tracking.
2. Notification Alerts: Automated alerts and updates to relevant personnel to ensure timely response and action.
3. Dashboard Monitoring: Real-time overview of ticket statuses, workloads, and resolution progress for management.
4. Customer Feedback: Integrated feedback system allowing customers to rate service quality and provide comments.
5. KPI Scoring: Performance tracking of technicians based on ticket resolution times and customer satisfaction metrics.

This ticketing management system has significantly enhanced the ISP’s ability to respond quickly to technical issues while providing transparent performance metrics for continuous service improvement. It fosters accountability and drives better customer experiences through structured workflow and feedback integration.