Complete Helpdesk Ticketing System using PHP MySQL Source Code

Updated on: September 28, 2024

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Create Date June 9, 2021
Last Updated September 28, 2024

Complete Helpdesk Ticketing System using PHP MySQL Project Free Download

Complete Helpdesk Ticketing System using PHP MySQL is a system for managing a helpdesk service. Where customers can submit tickets and agents can reply to customers. With a very clean and simple interface, where your customers can manage their tickets with just a few clicks and will receive a notification to their email in each response to their tickets.

Features of Complete Helpdesk Ticketing System

Create & manage tickets
Attach files to tickets
Receive email notifications on each ticket response
Organize tickets by status
Organize tickets by label
Organize tickets by department
Assign specific users to each department
Assign a priority to each ticket
Manage canned responses and add them to ticket responses
Manage users & user roles
Set settings from visual interface
Translate the strings from visual interface

Requirements

PHP >= 7.3 or PHP >= 8.x
MYSQL => 5.7 or MariaDB => 10.2.7
BCMath PHP Extension
Ctype PHP Extension
Fileinfo PHP extension
JSON PHP Extension
Mbstring PHP Extension
OpenSSL PHP Extension
PDO PHP Extension
Tokenizer PHP Extension
XML PHP Extension

Helpdesk Ticketing System Flowchart

The flowchart provides a detailed visual representation of how the helpdesk ticketing system operates from a user’s perspective. The process begins with User Registration/Login, where users (Admins, Agents, or Customers) enter their credentials to gain access to the system. If the user is successfully authenticated, they are directed to their respective dashboards based on their roles: Admin Dashboard, Agent Dashboard, or Customer Dashboard. If authentication fails, an error message is displayed, prompting the user to re-enter their credentials.

Each role has its own set of functionalities within the system. For instance, customers can Create New Tickets by filling out a form that includes the ticket’s title, description, priority level, and category. Once the ticket is created, the system confirms the successful creation of the ticket and redirects the user to view their tickets under the Customer Dashboard.

For agents, the flow starts at the Agent Dashboard, where they can view all assigned tickets, update ticket statuses (e.g., "In Progress" or "Resolved"), and add comments for further clarifications. When agents update the ticket, the customer receives an automatic notification about the ticket’s progress, fostering transparent communication.

Admins have the most control over the system and can manage various aspects, such as users, departments, and categories. They can access Manage Users, Manage Departments & Categories, and View All Tickets functionalities from their dashboard. This allows admins to assign roles, oversee operations, and generate reports to analyze the performance of the support team.

The workflow for ticket resolution is detailed further in the Ticket Workflow sub-section of the flowchart. After a customer creates a ticket, it is Assigned to an Agent based on predefined rules like ticket category and priority. An automatic notification is sent to the agent to alert them of the new assignment. The agent can then Update the Ticket with relevant information or changes, and the customer is notified about these updates in real-time. Once the ticket is resolved, it is marked as "Closed." If the ticket remains unresolved or if additional support is needed, the system escalates it to a higher-level support team, ensuring that every issue is handled promptly and efficiently.

Helpdesk Ticketing System ER Diagram

The Entity-Relationship Diagram (ERD) for the Helpdesk Ticketing System Using PHP MySQL represents the database structure and illustrates the relationships between various entities. This design ensures that data flows seamlessly within the system and supports effective data management.

The ERD consists of six primary entities: Users, Tickets, Categories, Departments, Comments, and Notifications. Each entity has specific attributes and relationships that define how they connect and interact with other entities in the system.

Users: This entity stores information about each user in the system, which includes the attributes user_id, username, email, password, and role. The role attribute specifies whether the user is an Admin, Agent, or Customer. The relationship between Users and Tickets is one-to-many, meaning that a single user can create multiple tickets. Similarly, the relationship between Users and Comments is also one-to-many, indicating that each user can post multiple comments on different tickets.
Tickets: The Tickets entity holds all the information about the tickets created within the system. It includes the attributes ticket_id, user_id (foreign key referencing Users), category_id (foreign key referencing Categories), department_id (foreign key referencing Departments), title, description, priority, status, created_at, and updated_at. Each ticket is linked to a user, a category, and a department, which establishes several one-to-many relationships: a single user can create multiple tickets, each category can have multiple tickets, and each department can handle multiple tickets.
Categories: Categories are used to classify tickets based on the type of issue they represent, such as "Technical Issues" or "Billing Queries." This entity has attributes like category_id and category_name. The relationship between Categories and Tickets is one-to-many, where each category can have multiple tickets associated with it. This helps in effectively organizing and filtering issues.
Departments: The Departments entity specifies the various departments within the organization, such as "Technical Support" or "Customer Service." It includes attributes like department_id and department_name. Similar to Categories, the relationship between Departments and Tickets is one-to-many, indicating that each department can manage several tickets. This setup ensures that tickets are routed correctly to the appropriate support team.
Comments: Comments capture all communication logs and internal notes related to a ticket. This entity contains attributes such as comment_id, ticket_id (foreign key referencing Tickets), user_id (foreign key referencing Users), comment_text, and commented_at. This structure establishes a one-to-many relationship between Tickets and Comments, where each ticket can have multiple comments posted by different users. It also forms a one-to-many relationship between Users and Comments, indicating that a single user can post multiple comments on various tickets.
Notifications: Notifications serve the purpose of sending alerts and updates to users about ticket status changes or new comments. The Notifications entity includes attributes like notification_id, user_id (foreign key referencing Users), ticket_id (foreign key referencing Tickets), notification_message, notified_at, and is_read. The relationship between Users and Notifications is one-to-many, as each user can receive multiple notifications. Likewise, each ticket can trigger multiple notifications, establishing a one-to-many relationship between Tickets and Notifications.

FAQs

What are the benefits of using PHP for a helpdesk system?

PHP offers flexibility, ease of integration, and strong community support, making it ideal for developing helpdesk systems. Its compatibility with various databases and open-source nature helps reduce costs and development time.

How do I handle ticket escalation in a PHP helpdesk system?

Ticket escalation can be managed using predefined rules that automatically escalate tickets to higher-level agents or supervisors based on criteria like response time, ticket priority, or customer feedback.

What are the common challenges faced during development?

Common challenges include ensuring data security, optimizing performance, and integrating with third-party services. These can be addressed by following best practices such as using prepared statements, caching, and modular development.

Can I integrate email and chat features?

Yes, PHP allows for easy integration with email platforms like SMTP for sending automated notifications and chat APIs for real-time communication.

How do I ensure the security of customer data?

Implement HTTPS for secure data transmission, use prepared statements to prevent SQL injection, and employ role-based access control (RBAC) to manage user permissions and access levels.