Overview of Project:
Create a custom ticketing system for the customer service department in our call centre which integrates with existing order entry/customer management software (CM2) seamlessly.
Project Details:
- This ticketing system front end will be written using Borland C++ Builder 6.0 to match the CM2 software also custom written in-house. Back end database will be MS SQL Server 2014.
- Tickets will be created manually or automatically via various processes. Tickets will have various criteria associated with them including category, date and issue sensitivity, priority, workload, involved parties, etc.
- Tickets will have several automated systems attached including database updates, note and history creation, emails, etc.
- The front end should be robust and allow for dynamic escalation, assignment and reassignment, complete history viewing, cross-ticketing, “at-a-glance” views customized for various roles, etc.
- Extensive integration logic into existing systems and back end database.