SPEC-003

IT Helpdesk Ticketing System

Client: Personal Project

Problem

Internal support requests across departments and companies typically have no structured way to be tracked, prioritized, or escalated. I built this to demonstrate a real solution to that — not for a specific client, but as a working proof that I can build enterprise-grade multi-tenant SaaS architecture, not just marketing websites.

Solution

A full multi-tenant ticketing platform where a single deployment serves multiple companies with completely separated data. Four role levels — Super Admin, Admin, Agent, and User — each see only what they're supposed to: Super Admin manages every company, Admin runs their own company's helpdesk, Agents only see tickets specifically assigned to them, and Users only see their own requests.

Features

• ✓Role-based dashboards with open/in-progress/overdue/resolved ticket counts, activity charts, and priority breakdowns
• ✓Configurable SLA engine — first-response and resolution targets per priority level (Critical to Low), with automatic overdue detection and escalation tracking
• ✓Manual assignment workflow — tickets are only visible to an Agent once an Admin explicitly assigns them, nothing is auto-routed
• ✓Full multi-tenant management — companies, departments, and categories are all configurable per company, including company branding

Tech Stack

Challenges

Getting role-based visibility exactly right was the hardest part — an Agent should never see a ticket that hasn't been assigned to them, and the system deliberately has no auto-assignment, so every access rule had to be enforced correctly across four different role levels and multiple companies' worth of data.

Outcome

Not yet deployed for a live company — built as a complete, working demonstration of multi-tenant SaaS architecture: data isolation, RBAC, and SLA-driven ticket lifecycle management, end to end.