Customer-support ticketing
Service-Desk Ticketing
A service-case ticketing system — a desktop support console and a cross-platform technician app for managing appliance repairs end to end.
The challenge
Support staff and field technicians tracked repair requests, customer details and device information across disconnected tools — with no simple way to attach evidence (photos, videos, manuals) or see a customer’s past service cases while on site.
The outcome
A unified ticketing platform: a desktop console for support agents and a cross-platform mobile app for technicians — centralizing service cases, customers and devices, threaded notes with rich attachments, and full per-customer service history.
Overview
At DigitalFaktur I built a customer-support ticketing platform for field service and appliance repair. Support staff work service cases from a desktop console — device and customer records, the full problem description, threaded remarks with photo, video and PDF attachments, and the customer’s complete history of past cases — while technicians pick up and close their assigned cases from a mobile app in the field. Built with Vue.js and a Quasar/Ionic mobile client on a NestJS + Laravel backend.
What I built
Service-case console — device and customer records, status workflow, and one-click case completion
Threaded remarks with photo, video and PDF attachments on every case
Per-customer service history surfaced right beside the active case
Cross-platform technician app (Quasar / Ionic) with Open and Closed case queues
On-site evidence capture — image, video and document handling
Vue.js front end on a NestJS + Laravel API with MySQL
Service-case console
Desktop view — device and customer info, problem description, attachments, threaded remarks, and the customer’s past cases.
Technician field app
Mobile app — a technician’s open and closed service cases with device details, ready for on-site work.