CRM Integration with Macro and Ticketing System
DOI:
https://doi.org/10.15680/IJCTECE.2026.0903007Keywords:
Customer Relationship Management (CRM), Ticket Management System, Helpdesk Automation, Role-Based Access Control, Real-Time Analytics, Full Stack Web Application, JWT Authentication, Customer Support SystemAbstract
The proposed system is a cloud-based Customer Relationship Management (CRM) platform integrated with an advanced ticket management system designed to overcome the limitations of traditional support processes. Conventional methods such as email-based or manual tracking often result in scattered data, delayed responses, lack of transparency, and inefficient issue resolution. To address these challenges, the system provides a centralized and scalable full-stack solution for managing customer queries, support tickets, and communication workflows. All customer interactions and ticket details are stored in a unified database, ensuring consistency, easy accessibility, and real-time updates across the system. The platform automates essential processes such as ticket creation, assignment, prioritization, and status tracking, significantly improving response time and operational efficiency. Role-based dashboards enable administrators, agents, and customers to access relevant features securely, ensuring proper workflow management and data privacy. A built-in feedback mechanism allows customers to confirm or reject ticket closure requests, enhancing transparency and service quality. Additionally, real-time analytics and reporting features provide insights into ticket volumes, resolution times, and agent performance, supporting better decision-making and continuous improvement. The system is developed using a modern full-stack architecture, where the frontend is built with HTML, CSS, and JavaScript to provide a responsive and user-friendly interface. The backend is implemented using Node.js and Express.js, handling business logic, authentication, and API services. Data is stored in a structured database such as MySQL or MongoDB, ensuring data integrity and scalability. Security features like JWT-based authentication, validation, and error handling mechanisms ensure reliable and secure system operations. By replacing manual processes with automation, centralized data management, and real-time communication, the proposed system enhances productivity, reduces human errors, and improves overall customer satisfaction. This solution demonstrates how modern web technologies can streamline customer support operations and deliver efficient, transparent, and reliable service management
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