Enterprise IT Helpdesk & Ticketing System
Enterprise IT Helpdesk & Ticketing System is an incident management application designed to organize corporate technical support workflows. Built with React 19, Express 4, PostgreSQL, Prisma ORM 6, and Socket.IO, it streamlines ticket triage across Employee, Helpdesk, Technician, and Admin roles with automatic SLA deadline tracking and confidential technician notes.
Project Overview
Eliminates fragmented support emails and untracked response times through an automated priority engine. Tickets advance through a strict Finite State Machine while a background scanner monitors SLA compliance. Technicians track work time and log internal investigation notes hidden from end-users, while administrators evaluate team performance via interactive charts and dynamic Excel exports.
The Problem
Lack of structured ticket triage, subjective urgency classification, unmonitored SLA breaches, and accidental exposure of sensitive troubleshooting notes to reporting employees.
The Solution
Implemented an Impact x Urgency priority matrix with automated SLA countdown timers, a strict 7-stage Finite State Machine, dual-channel communication (public replies vs. isolated internal IT notes), real-time Socket.IO synchronization, and client-side ExcelJS reporting with corporate formatting.
System Architecture
React 19 client with Tailwind CSS and TanStack Query connecting to an Express 4 REST API and a Socket.IO WebSocket server. Data persistence is managed via PostgreSQL and Prisma ORM 6 with role-based access control (RBAC) middleware and automated background SLA overdue monitoring.
Key Technical Challenges
Enforcing strict state machine transitions across 4 distinct user roles while keeping internal IT investigation notes completely isolated from client-side payloads.
Lessons Learned
Implementing backend query-level permission filters guarantees confidential internal notes are never leaked, while event-driven WebSocket invalidation keeps support teams in sync without polling overhead.