Lippu

Minimum

Users

• Register new account
• Login and Logout
• Edit their profile (at least name, username, password, and e-mail).

Clients

• Submit a new ticket optionally choosing a department (e.g., "Accounting").
• List and track tickets they have submitted.
• Reply to inquiries (e.g., the agent asks for more details) about their tickets and add more information to already submitted tickets.

Agents

• List tickets from their departments (e.g., "Accounting"), and filter them in different ways (e.g., by date, by assigned agent, by status, by priority, by hashtag).
• Change the department of a ticket (e.g., the client chose the wrong department).
• Assign a ticket to themselves or someone else.
• Change the status of a ticket. Tickets can have many statuses (e.g., open, assigned, closed); some may change automatically (e.g., ticket changes to "assigned" after being assigned to an agent).
• Edit ticket hashtags easily (just type hashtag to add (with autocomplete), and click to remove).
• List all changes done to a ticket (e.g., status changes, assignments, edits).
• Manage the FAQ and use an answer from the FAQ to answer a ticket.

Admins

• Upgrade a client to an agent or an admin.
• Add new departments, statuses, and other relevant entities.
• Assign agents to departments.
• Control the whole system. (?)

Technologies used

• Languages

• HTML

• CSS

• PHP

• Javascript

• Ajax/JSON

• PDO/SQLite

• The website should be as secure as possible.

• SQL Injection prevention

• XSS attack protection

• CSRF attack protection

• Sound password storage principles

• Others

• The design does not need to be top-notch but should be clean and consistent throughout the site.

• It should also work on mobile devices.

• Frameworks are not allowed.

Additional Requirements (we do not need to implement all of these)

• Tickets can have documents attached to them (both by clients and agents).
• Admins should be able to see key performance indicators and other statistics (e.g., number of tickets closed by agent, number of open tickets per day).
• Agents can belong to more than one department.
• Agents can see a client's history.
• Agents can watch tickets not assigned to them (e.g., when transferring a ticket, the agent can check a box stating that he still wants to follow the ticket).
• Tickets can be merged together or marked as duplicates from another ticket.
• Tickets can have to-do lists that must be completed before the ticket is closed.
• Tasks can also be assigned to agents.
• If you prefer, you can create your own additional requirements.

Developed by 🧑🏻‍💻

• Tiago Cruz - @Tiago27Cruz
• João Lourenço - @Tonevanda
• Tomás Xavier - @dratomitoma