Resolve IT

Introduction

ResolveIT is a modern, web-based IT helpdesk system designed to streamline service request management within universities, enterprises, and other organizations. The platform enables users to log IT issues, track their resolution, and interact with IT support teams efficiently. It integrates email notifications, role-based access control, SLA monitoring, and real-time ticket tracking, offering a complete IT support management solution.

Problem Statement

In many organizations, IT support processes are still manually handled via emails or spreadsheets, leading to inefficient ticket tracking, delayed responses, and lack of accountability. This results in unresolved issues, decreased employee productivity, and poor user satisfaction. There is a pressing need for an automated, transparent, and scalable helpdesk system.

Objectives

  • Provide a centralized platform for users to submit and track IT service requests.
  • Enable IT staff to manage, update, and resolve tickets in an organized manner.
  • Implement role-based dashboards for users, IT agents, supervisors, and admins.
  • Integrate email-based notifications to enhance communication and response time.
  • Maintain detailed reporting and analytics to monitor SLA compliance and team performance.

Product/Project Analysis

  • User Management: Registration, login, and role assignment (User, Staff, Supervisor, Admin).
  • Ticket Lifecycle: Submission, assignment, resolution, closure, and feedback.
  • Email Integration: Automatic updates sent to users and staff regarding ticket status changes.
  • Service Level Agreements (SLAs): Configurable response and resolution time tracking.
  • Analytics and Reporting: Visual dashboards for open tickets, resolution rates, SLA breaches.
  • Knowledge Base: FAQ and self-help articles to reduce ticket volume.
  • Security: Password hashing, session management, and secure database access.

Architecture

🖥️ User Interface
(HTML, CSS, JavaScript)
⬇️
📡 API Requests (AJAX)
⬇️
🛠️ Backend Server
(Node.js + Express.js)
⬇️
🗄️ Database Interaction
⬇️
☁️ Google Cloud SQL
(MySQL)
⬇️
✉️ Email Notifications
(Nodemailer SMTP)

Impact

  • Increased Efficiency: Cuts down ticket resolution times by providing clear workflows.
  • Higher Transparency: Users can see the status and history of their service requests.
  • Better Communication: Automated emails and notifications reduce the communication gap between users and IT staff.
  • SLA Monitoring: Ensures accountability by measuring IT performance against response and resolution targets.
  • Customizable and Scalable: Adaptable to different organizational sizes and industry sectors.

Conclusion

ResolveIT brings a modern, scalable, and user-centric approach to IT service management. By addressing pain points in traditional IT support processes, it enhances transparency, accelerates issue resolution, and improves user satisfaction. With features like email alerts, SLA tracking, analytics, and secure role-based access, ResolveIT stands as a complete solution for the digital transformation of IT helpdesk operations.

Future developments include the integration of AI-based ticket categorization, chatbot-driven self-service, and mobile application support for anytime-anywhere issue management.

Let's Connect!

I enjoy connecting with like-minded professionals passionate about technology, strategy, and impact. Feel free to reach out!

Chicago, IL
(312) 871-8022
k.teckchandani1703@gmail.com