Customer Service Request Management System

Customer Service Request Management System

Introduction

Delivering timely and effective customer service is the backbone of a successful business or organization. In today’s fast-paced world, managing service requests manually is inefficient, error-prone, and often leads to customer dissatisfaction. As businesses grow, so do the complexities of handling support tickets, assigning them to relevant departments, and tracking resolutions. A well-structured, automated system can significantly streamline this process and improve overall service quality and response times. This is where the Customer Service Request Management System becomes essential.

The Customer Service Request Management System is a web-based application designed to efficiently handle service requests through a centralized ticketing system. It allows administrators and support teams to track, prioritize, assign, and resolve service tickets in a seamless manner. Built using PHP, MySQL, HTML5, CSS3, JavaScript, and Bootstrap, and hosted locally using the XAMPP server, this system ensures smooth operation, reliable ticket management, and user-friendly access. By automating the customer support workflow, the Customer Service Request Management System reduces delays and minimizes the chances of human error.

This project is perfect for students pursuing BCA, MCA, B.Tech (CSE/IT), or Diploma in Computer Science, as it mirrors real-world IT helpdesk systems and professional customer support processes. It serves not only as an excellent academic submission but also as a powerful prototype that can be customized and implemented in small to medium-sized organizations. With a focus on task automation, efficient ticket resolution, and centralized control, the Customer Service Request Management System provides hands-on experience in full-stack development and highlights the importance of customer satisfaction in the digital age.

 

Problem Statement

Manual handling of customer service requests often leads to delayed responses, miscommunication, and unresolved complaints. In many businesses and institutions, there’s no proper mechanism for assigning, tracking, and closing customer issues. This lack of a centralized system results in poor customer experience and operational inefficiencies.

The Customer Service Request Management System addresses these challenges by offering:

• An admin dashboard to manage users, departments, staff, and tickets.
• Separate portals for customers and staff to view and handle service requests.
• A streamlined ticketing system for better request resolution and accountability.

 

Actor-Based Functionalities

Admin

The admin has complete control over the platform and manages all entities:

• Register/Login: Secure login to access the admin dashboard.
• Add and Manage Customers: Create, update, or delete customer profiles.
• Add and Manage Staff: Assign staff to departments and update their details.
• Add and Manage Departments: Categorize service requests by department (e.g., IT, HR, Support).
• Add and Manage Tickets: Monitor and assign tickets to staff or departments.

Customer

Customers can raise support tickets and track their resolution status:

• Login: Access to a dedicated portal.
• Add and Manage Tickets: Submit new service requests and view ticket progress or responses.

Staff

Staff members handle tickets assigned to their department:

• Login: Secure access to view assigned tickets.
• Add and Manage Tickets: Update ticket status, add remarks, and close requests upon resolution.

 

Technology Stack

Component	Technology Used
Front-End	HTML5, CSS3, JavaScript, Bootstrap 5
Back-End	PHP
Database	MySQL
Server	XAMPP
Tools	File handling, ticket management

 

System Requirements

Requirement Type	Specification
Operating System	Windows 10/11 or Ubuntu 20.04+
RAM	Minimum 4GB
Software	XAMPP (PHP 8.x, MySQL 8+)
Browser	Google Chrome / Mozilla Firefox (latest)
Code Editor	VS Code / Sublime Text

 

Key Features at a Glance

• Multi-role Login System (Admin, Customer, Staff)
• Ticket-Based Customer Request Handling
• Department-Wise Ticket Assignment
• Centralized Ticket Monitoring and Management
• User-Friendly Dashboards for All Roles
• Scalable for Real-World Use

Screenshots

 

Ready to Build This Project?

This system comes with full source code, database, setup guide, and documentation. Ideal for students working on final-year projects or anyone looking to implement a simple but effective support system in their organization.

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