1. Overview

The Support Desk Management System is a web-based platform designed to help users submit support requests, track issues, and communicate with the support team efficiently.
This guide explains how users can register, log in, create tickets, and manage their support requests.

2. Purpose of the System

The system aims to:

• Provide a centralized platform for handling user issues

• Improve communication between users and support staff

• Track ticket status from submission to resolution

• Ensure timely and organized support services

3. System Requirements

To access and use the system, users must have:

• A stable internet connection

• A modern web browser (Google Chrome, Mozilla Firefox, Microsoft Edge, or Safari)

• A valid registered user account

4. User Registration

Follow these steps to create a new account:

1. Open the Support Desk website

2. Click on Register

3. Enter the required information:

   • Full Name

   • Email Address

   • Password

4. Click Register to complete the process

After successful registration, the user can log in to the system.

5. User Login

To log in to the system:

1. Click on Login

2. Enter your registered email and password

3. Click Login

Upon successful login, the user is redirected to the dashboard.

6. User Dashboard

The dashboard provides an overview of user activities, including:

• Total submitted tickets

• Ticket status summary (Open, In Progress, Resolved, Closed)

• Quick access to create new tickets

• Access to account settings

7. Creating a Support Ticket

To submit a new support request:

1. Click on Create Ticket

2. Fill in the required details:

   • Ticket Subject

   • Category (e.g., Technical, Billing, General)

   • Priority (Low, Medium, High)

   • Detailed description of the issue

3. Attach supporting files if required (screenshots or documents)

4. Click Submit Ticket

The ticket is successfully created and forwarded to the support team.

8. Ticket Status Explanation

Each ticket is assigned a status:

• Open – Ticket has been submitted and is awaiting review

• In Progress – Support team is actively working on the issue

• Resolved – Issue has been resolved by support staff

• Closed – Ticket is closed after confirmation or inactivity

Users can view the current status anytime from the My Tickets section.

9. Viewing and Managing Tickets

Users can:

• View all previously submitted tickets

• Open a ticket to see complete details and responses

• Reply to support staff if additional information is required

• Close the ticket after the issue is resolved

10. Communication with Support Team

• All communication is managed within the ticket thread

• Users should provide clear and accurate information

• Professional and respectful communication is required

11. Security Guidelines

To ensure account security:

• Do not share login credentials

• Use a strong password

• Log out after accessing the system on shared devices

12. User Responsibilities

Users are expected to:

• Submit valid and relevant support requests

• Avoid submitting false or duplicate tickets

• Follow system rules and policies

Misuse of the system may result in account suspension.