A centralized IT support system built for the University of Santo Tomas-Legazpi.
Streamlining technical assistance with a structured, automated ticketing workflow.
The USTL Help Desk Portal replaces manual email requests with a professional ticketing system. Built on WordPress with Elementor Pro, it features a robust backend for IT administrators to track issues in real-time and a user-friendly frontend for students to browse self-help resources.
| Feature | Description |
|---|---|
| 🎫 Smart Ticketing | Structured submission forms categorized by issue type (Account Access, WiFi, Hardware). |
| 📊 Admin Dashboard | Real-time analytics for ticket volume, resolution status, and agent workload. |
| 📚 Knowledge Base | Self-service library with search functionality to reduce common support requests. |
| 🔔 Auto-Notifications | Intelligent email alerts update users and agents immediately on ticket status changes. |
| 🔐 Role-Based Access | Secure portals customized for Students, Staff, and IT Administrators. |
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- CMS: WordPress
- Builders: Elementor Pro (Custom Widgets)
- Scripting: Custom PHP / jQuery for dynamic field handling
- Database: MySQL relational database for ticket storage
Developed by Lance Esureña
