Grogu Desk – Developing Advanced Helpdesk and Ticketing Solution System

About project:

Client Overview:

Grogu Desk is a modern help desk and ticketing solution designed to consolidate requests from multiple communication channels into optimized, manageable requests. Grogu Desk serves a variety of industries, including sales, help desk and internal communication teams. One of our current customers is a holding company in the financial industry that is using Grogu Desk to manage complex customer relationships and internal processes to ensure a smooth and efficient operation.

Services:

UI/UXDevelopment ticketing systemCyber Security AuditBI Development

Technology Stack

PHP 8.3PostgreSQL 15Opensearch 2 (Elasticsearch)RedisLaravel 11Docker, KubernetesWebSocket MicroserviceReactTypescriptRedux (Toolkit)React-QueryAxiosi18nFormikStyled-Components

Challenges

Complex Inquiry Management

  • Manage requests from multiple channels and efficiently prioritize support requests.

Tracking and Accountability

  • Ensure accurate tracking of support requests and accountability within the support team.

Improved communication

  • Improve internal and external communications to increase overall service quality and customer satisfaction.

Efficient Workflow

  • Streamline workflows to improve response times and increase operational efficiency.

Solutions Implemented

Consolidated Ticketing System

  • We consolidated requests from multiple channels into a single, centralized platform, streamlining workflow and improving agent efficiency.

Advanced Search and Filters

  • We implemented Opensearch (Elasticsearch) for full-text searching and filtering, allowing agents to quickly find and resolve tickets.

Real-Time Communication

  • We developed a WebSocket microservice using Laravel, PHP, and Redis to facilitate real-time updates and interactions within the support system, ensuring prompt responses and issue resolution.

Modular and Flexible Structure

  • We designed the system with a modular structure and role-based access model, allowing for customization and scalability to meet the unique needs of different organizations.

User-Friendly Interface

  • We focused on creating an intuitive user experience using React and styled components for a clean and responsive design.

Internationalization and Localization

  • We integrated i18n to support multiple languages, ensuring accessibility for global users.

Performance and Efficiency

  • To optimize system performance and scalability, we used the latest technologies such as Docker and Kubernetes for containerization and orchestration.

Implementation of Internalization and Multilingual Support

  • We added support for multiple languages, enabling users from different regions to interact with the system in their preferred language.

Development of Ticket Creation Widget

  • A user-friendly widget was developed for seamless ticket creation, simplifying the process for end-users and increasing submission accuracy.

Telegram and Email Notifications Integration

  • We integrated Telegram and email notifications to ensure timely updates for users and agents, improving communication and issue resolution efficiency.

Results

• The Grogu Desk system has optimized ticket management, significantly reducing response times and improving overall support efficiency.
• By consolidating communication and effectively tracking requests, customer satisfaction has increased due to faster resolution and better quality of service.
• The modular design and role-based model have provided the flexibility to adapt to different business needs, increasing the overall utility and effectiveness of the system.

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