The objective is to design a cloud-based helpdesk ticketing system that tracks customer issues, assigns tickets, monitors SLA compliance, and generates performance analytics using scalable cloud infrastructure.
Study helpdesk and ticket management processes Design database for tickets, users, and SLA rules Develop ticket creation and assignment modules Deploy application on cloud infrastructure Implement SLA timers and escalation logic Configure role-based access for agents and admins Generate SLA compliance reports Monitor system usage and performance Test system with multiple tickets Document SLA monitoring and analytics
