This document contains the full presentation for QuickDesk Help Desk Solution, covering Problem Statement 1 from the CGC Mohali Hackathon 2025.
Developed for: CGC Mohali Hackathon 2025
Problem Statement: 1 - Help Desk Solution
Team: QuickDesk Development Team
- Organizations struggle with inefficient support ticket management
- Poor communication between users and support teams
- Lack of centralized tracking for support requests
- Manual processes leading to delays and errors
A simple, easy-to-use help desk solution where users can raise support tickets, and support staff can manage and resolve them efficiently.
- Frontend: Responsive web interface
- Backend: Odoo ERP integration
- Database: PostgreSQL with Odoo ORM
- Email System: Automated notifications
- File Storage: Secure attachment handling
- Create and submit support tickets
- Track ticket status and progress
- Communicate with support agents
- Receive automated notifications
- View and manage assigned tickets
- Update ticket status and priorities
- Respond to customer queries
- Collaborate with team members
- Manage users and permissions
- Configure system categories
- Monitor overall ticket flow
- Generate reports and analytics
- Registration/Login System with role-based access
- Profile Management with notification preferences
- Secure Authentication and authorization
- Create tickets with subject, description, category
- File attachments support (documents, images)
- Priority levels (Low, Medium, High, Critical)
- Status tracking through complete workflow
Open → In Progress → Resolved → Closed
- Upvote & Downvote system for tickets
- Community feedback on solutions
- Knowledge base building
- Email notifications on ticket creation/status changes
- Threaded conversations with timeline view
- Internal notes for agent collaboration
- Advanced search by multiple criteria
- Category-based filtering
- Status-based views (Open/Closed)
- Sorting options (Most replied, Recently modified)
- Real-time statistics and KPIs
- Quick action buttons for common tasks
- Filterable ticket queues
- Performance metrics visualization
- Responsive design for all screen sizes
- Touch-optimized interface
- Offline capability for basic functions
- Push notifications support
- HTML5 & CSS3 with modern frameworks
- JavaScript (ES6+) for interactivity
- Bootstrap for responsive design
- Progressive Web App capabilities
- Odoo Framework as core ERP system
- Python for business logic
- PostgreSQL database management
- RESTful APIs for frontend communication
- Role-based access control
- Input validation and sanitization
- Secure file upload handling
- CSRF and XSS protection
- Account creation with email verification
- Role assignment by administrators
- Profile setup with preferences
- Form validation with required fields
- Category selection from predefined list
- File attachment with size/type restrictions
- Automatic ticket numbering
- Ticket assignment (manual/automatic)
- Status updates with timeline tracking
- Response management with templates
- Escalation procedures for priority tickets
- Solution documentation
- Customer satisfaction feedback
- Knowledge base contribution
- Performance metrics tracking
- Users Table: Authentication and profile data
- Tickets Table: Main ticket information
- Categories Table: Ticket classification
- Conversations Table: Communication threads
- Attachments Table: File management
- One-to-Many: User → Tickets
- Many-to-One: Tickets → Categories
- One-to-Many: Tickets → Conversations
- One-to-Many: Tickets → Attachments
- Indexed columns for faster queries
- Normalized structure to reduce redundancy
- Efficient joins for complex queries
- Caching strategies for frequently accessed data
- Multi-factor authentication support
- Role-based permissions system
- Session management with timeout
- Password encryption using bcrypt
- Input sanitization against injection attacks
- File upload validation and scanning
- Secure communication via HTTPS/TLS
- Data backup and recovery procedures
- GDPR compliance for data privacy
- Audit trails for all system actions
- Data retention policies
- Right to deletion implementation
- Lazy loading for large datasets
- Caching mechanisms for frequently accessed data
- Database query optimization
- CDN integration for static assets
- Horizontal scaling support
- Load balancing capabilities
- Microservices architecture readiness
- Cloud deployment compatibility
- Real-time performance metrics
- Error tracking and logging
- User behavior analytics
- System health monitoring
- Requirements gathering
- System architecture design
- Database schema planning
- Team formation and role assignment
- Odoo installation and configuration
- Development environment setup
- CI/CD pipeline establishment
- Testing framework integration
- User management system
- Ticket management workflow
- Basic UI development
- API development and testing
- Dashboard implementation
- Search and filtering system
- Notification system
- Mobile responsiveness
- Unit and integration testing
- User acceptance testing
- Performance testing
- Security testing
- Production environment setup
- User training sessions
- Documentation creation
- Go-live support
| Component | Cost Range |
|---|---|
| Project Management & Analysis | $5,000 - $8,000 |
| System Setup | $2,000 - $4,000 |
| Core Development | $15,000 - $25,000 |
| Advanced Features | $8,000 - $15,000 |
| UI/UX Design | $3,000 - $6,000 |
| Testing & QA | $4,000 - $7,000 |
| Training & Documentation | $2,000 - $4,000 |
| Deployment | $2,000 - $3,000 |
| Total Project Cost | $41,000 - $72,000 |
- Odoo Enterprise License: $24.90 - $37.40 per user/month
- Hosting & Infrastructure: $500 - $2,000 per month
- Maintenance & Support: $3,000 - $5,000 per year
- Updates & Enhancements: $5,000 - $10,000 per year
- 40% reduction in ticket resolution time
- 60% improvement in customer satisfaction
- 80% automation of routine support tasks
- 50% decrease in support operational costs
- Scalable infrastructure for business growth
- Data-driven insights for continuous improvement
- Enhanced customer experience
- Competitive advantage in market
- Centralized communication hub
- Automated workflow management
- Real-time collaboration tools
- Performance tracking and optimization
- Seamless ERP integration
- Unified business processes
- Cost-effective licensing
- Extensive customization options
- Intuitive interface
- Mobile-first approach
- Accessibility compliance
- Multi-language support
- Modern technology stack
- Secure architecture
- High performance
- Scalable design
- Real-time dashboards
- Custom report generation
- KPI tracking
- Business intelligence integration
- AI-powered ticket routing
- Chatbot integration
- Advanced analytics with ML
- Multi-language support
- Mobile applications (iOS/Android)
- Social media integration
- Video call support
- IoT device integration
- CRM system connectivity
- Third-party tool integrations
- API marketplace
- Plugin ecosystem
- Ticket Resolution Time: Target < 24 hours
- First Response Time: Target < 2 hours
- Customer Satisfaction Score: Target > 90%
- System Uptime: Target > 99.5%
- User Adoption Rate: Target > 80%
- Cost Reduction: Target 30-50%
- Process Efficiency: Target 40% improvement
- Support Team Productivity: Target 60% increase
- Page Load Time: Target < 3 seconds
- API Response Time: Target < 500ms
- Error Rate: Target < 0.1%
- Security Incidents: Target = 0
🔗 Live Frontend Demo: QuickDesk Application
- Complete user workflow simulation
- Role-based access (Admin, Agent, User)
- Interactive ticket management
- Real-time status updates
- Mobile-responsive design
- Admin: admin@quickdesk.com
- Agent: john@quickdesk.com
- User: sarah@company.com
✅ Comprehensive help desk solution built on Odoo framework
✅ Complete workflow management from ticket creation to closure
✅ Multi-role support for users, agents, and administrators
✅ Advanced features including voting, filtering, and analytics
- Fully functional web application
- Mobile-responsive interface
- Complete documentation
- Training materials
- User-centric design approach
- Robust technical architecture
- Comprehensive feature set
- Scalable and secure platform
Contact Information:
📧 Email: team@quickdesk.com
🌐 Website: www.quickdesk.com
📱 Phone: +91-XXXX-XXXXXX
Resources:
🔗 Live Demo: Available online
💻 GitHub: Repository access upon request
📋 Documentation: Complete technical docs provided
POST /api/auth/login - User login
POST /api/auth/logout - User logout
POST /api/auth/refresh - Token refresh
POST /api/auth/register - User registration
GET /api/tickets - List tickets
POST /api/tickets - Create ticket
GET /api/tickets/{id} - Get ticket details
PUT /api/tickets/{id} - Update ticket
DELETE /api/tickets/{id} - Delete ticket
POST /api/tickets/{id}/vote - Vote on ticket
- CPU: Dual-core 2.0 GHz processor
- RAM: 4 GB minimum, 8 GB recommended
- Storage: 50 GB available space
- Network: Broadband internet connection
- OS: Linux (Ubuntu 18.04+), Windows Server 2016+
- Database: PostgreSQL 12.0+
- Web Server: Nginx or Apache
- Python: 3.8+
- Browser: Chrome 80+, Firefox 75+, Safari 13+, Edge 80+