ERPFleetGPS
Fleet & transport operations platform
N Fleet
A modular platform for transport operations, bringing trips, vehicles, GPS, maintenance, tyres, inventory and commercial workflows into one system.
Back to work
Support portal & ticket operations
IT Service Desk
A structured support environment for handling requests, email-to-ticket flow, ticket ownership and customer communication from one place.
IT SupportService DeskEmailOperations
Engagement
Implementation & deployment
Platform
Service desk
Focus
IT support operations
Status
Implemented
Project overview
What the system needed to solve.
Support quality depends as much on process as it does on software. This implementation focuses on giving staff a clear queue, making customer requests traceable and keeping service communication outside personal inboxes.
The most useful change is operational rather than cosmetic: every request has a record, an owner and a visible history, which makes support easier to manage as the team grows.
The challenge
A business problem before it was a software problem.
Support requests can become difficult to track when they arrive through several inboxes and direct messages. The objective was to create a central record with clear ownership and a simpler experience for staff and customers.
The solution
The system was broken into clear operational responsibilities.
Central ticket portal for customer and internal support requests
Mail integration for incoming tickets and outbound notifications
Department, queue and assignment structure for support teams
Containerised deployment for easier maintenance and recovery
Outcome
What changed at the system level.
A clearer support queue with less dependence on individual inboxes
More consistent communication history for every request
A support platform that can be maintained and extended as the organisation grows
Technology
osTicketDockerMariaDBSMTP / IMAPLinux
