overview.
Built CRM Ticket System, an open-source customer support platform for tracking and resolving client issues. Features ticket creation, assignment, status tracking, and user authentication with the MERN stack.
about.
CRM Ticket System streamlines customer support workflows with ticket creation, assignment to agents, priority and status tracking, and resolution management. Built with MongoDB, Express.js, React, and Node.js, it provides a complete solution for managing customer support operations.
technical implementation.
MERN Stack Architecture
Built with MongoDB for flexible ticket storage, Express.js for RESTful API routes, React for the dashboard UI, and Node.js for the server runtime. Each layer is independently deployable.
Authentication & Authorization
Implemented JWT-based authentication with role-based access. Agents can update ticket status, while administrators can assign tickets and manage users.
key features.
- Ticket creation with priority and category assignment
- Agent assignment and status tracking
- User authentication with JWT
- Ticket filtering and search
- Resolution tracking and history
- RESTful API architecture
screenshots.
View and manage all support tickets with filtering.
Track ticket status, assignments, and resolution history.
challenges & solutions.
Challenge: Managing ticket lifecycle across multiple states
Solution: Implemented a state machine for ticket status transitions (open → in-progress → resolved → closed). Each transition is validated and logged for audit purposes.
Challenge: Efficient ticket filtering and search at scale
Solution: Added MongoDB compound indexes on status, priority, and assignee fields. Implemented text search on ticket title and description for full-text queries.