NLworks
SaaS
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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:
Technology Stack
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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