Role-Based Ticketing System for Efficient IT & Administrative Issue Management

Project Overview:
MUZTech developed a comprehensive, role-based ticketing system for company employees, enabling them to log, track, and resolve IT and administrative issues efficiently. The system was designed to enhance workflow transparency, streamline operations, and improve communication across departments.

Problem:
Employees faced challenges in tracking IT and administrative requests, resulting in delayed resolutions, inefficient communication, and reduced accountability. Manual processes made it difficult for IT staff and administrators to monitor and manage tickets effectively.

Solution:
- Developed a role-based access system for users, IT staff, and administrators.
- Implemented a dynamic sidebar and navigation system that adapts based on user roles.
- Built ticket creation, assignment, tracking, and resolution modules with real-time updates.
- Integrated React.js frontend with Node.js/Express.js backend for seamless, asynchronous communication.
- Ensured secure authentication and data handling with OAuth.

Technologies Used:
- Frontend: React.js, Material-UI, React Bootstrap
- Backend: Node.js, Express.js
- Database: PostgreSQL
- Authentication: OAuth

Impact / Results:
- Streamlined internal request management for IT and administrative operations.
- Reduced response times and improved SLA compliance.
- Enhanced visibility into pending and resolved tickets.
- Delivered a scalable, maintainable, and secure system capable of supporting future operational growth.

Conclusion:
The ticketing system developed by MUZTech demonstrates expertise in enterprise-grade web applications, real-time communication, and workflow automation. The platform improved operational efficiency, accountability, and overall productivity across the organization.