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Support-Ticket-Management-System

Description

Round-Robin Assignment Algorithm Implementation

To implement the round-robin assignment algorithm, I've employed two queues: one for storing all available agents and another for storing unassigned tickets.

Flow Control

Agent Registration:

  • When a new agent registers on our platform, we save their details in the database.
  • We add the agent to the agent queue since they are currently available for handling tickets.

Support Ticket Creation:

  • When a user creates a support ticket, we check if there's an available agent in the queue.
  • If an agent is available, we assign the ticket to that agent and remove them from the queue.
  • If no agent is available, we place the upcoming ticket in the support tickets queue.

Periodic Check (Cron Job):

  • Every 40 seconds, a cron job checks the availability of agents in the agent queue and any pending tickets in the support ticket queue.
  • If an agent and a ticket are both available, we assign the ticket to the agent and remove both from the queues.

Ticket Resolution:

  • If a ticket is resolved, the agent can use an API to mark the ticket as resolved by specifying their ID and the ticket ID.
  • We update the statuses of both the ticket and the agent.
  • The agent is then added back to the agent queue since they are now available for handling new tickets.

Get Request for Support Ticket Data:

  • A GET request retrieves all details of sorted, filtered, and paginated support ticket data.

Install Node.js

$ git clone https://github.com/prabhpreet-code/Support-Ticket-Management-System.git
$ cd Server
$ npm install

Configure DB

Open MongoDB Compass and create & update .env

Running the server project

$ nodemon server.js

Install Vite and React.js

$ cd Client
$ npm install

Running the client project

$ npm run dev

Backend

Frontend

This flow ensures efficient handling of support tickets by dynamically assigning them to available agents and maintaining a streamlined process for agent availability and ticket resolution.