The Data Center Ticket Management App is designed to streamline the process of raising support tickets with Data Centers for the Developer Support Engineering Team. The app provides the capability to raise tickets either via email or Data Center API, with built-in message templates for common machine issues. By enabling efficient input of essential details, such as logs and OS versions, the app aims to expedite the ticket-raising process, enhancing collaboration with Data Centers.
The scope of the Data Center Ticket Management App includes:
Allowing Developer Support Engineers to log in securely using their team credentials. Offering an intuitive interface to create new support tickets. Providing predefined message templates for common machine issues. Allowing customization of message templates. Enabling attachment of relevant logs, screenshots, and other files to support tickets. Facilitating communication with Data Centers via email or API. Ensuring proper categorization and tagging of support tickets. Supporting tracking and status updates of raised tickets. Generating reports on ticket history and response times.
Zendesk authentication via secure login using user's Zendesk credentials.
Ability to create new support tickets with the following information: Subject Data Center selection Issue category Priority level Message template selection or customization Attachment of relevant files
Predefined message templates for common machine issues. Customization of message templates by users.
Integration with Data Center APIs for seamless ticket creation and updates.
Attachment of logs, screenshots, and files to support tickets where applicable. Automatic file type validation.
App should handle concurrent user requests efficiently. Response time for ticket creation and updates should be within 3 seconds.
User data and ticket information must be encrypted and securely stored. Secure API communication with Data Centers using authentication tokens.
Intuitive user interface with clear navigation and form fields. Responsive design for optimal usage on desktop.
App should be available 24/7 with minimal downtime for maintenance.