Helpdesk Ticket Analysis and Resolution Tracker

End-to-end Helpdesk Ticket Management System built using PHP, MySQL (XAMPP), and Power BI for real-time analytics and reporting.

This project captures support tickets, stores them in a structured database, and visualizes key performance metrics through interactive dashboards.

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📌 Project Overview

Modern organizations require structured helpdesk systems to efficiently manage IT support requests. Many SMEs rely on emails or spreadsheets, which leads to poor tracking, lack of visibility, and no analytical insights.

This system provides:

• Structured ticket logging through a PHP interface
• Secure storage using MySQL (via XAMPP)
• Real-time analytics using Power BI dashboards
• Performance tracking and resolution monitoring

It bridges the gap between ticket operations and data-driven decision-making.

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📊 Dashboard Preview

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📊 Dashboard Features

• 6 KPI Cards (Total Tickets, Open, In Progress, Resolved, Avg Response Time, Avg Feedback Rating)
• Ticket Trend by Priority (Line Chart)
• Ticket Status Distribution (Donut Chart)
• Tickets by Priority (Bar Chart)
• Tickets by Agent Performance
• Customer Feedback Ratings Analysis
• Interactive Filters (Agent Name, Status, Priority)

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🛠️ Tech Stack

• Frontend: PHP
• Database: MySQL (XAMPP)
• Server: Apache (XAMPP)
• Analytics & Visualization: Microsoft Power BI
• Development Tool: Visual Studio Code

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🏗️ System Architecture

The system follows a three-tier architecture:

1️⃣ Presentation Layer

• PHP-based ticket submission form
• User interface for ticket tracking

2️⃣ Application Layer

• PHP logic for validation and workflow management
• Ticket lifecycle: Open → In Progress → Resolved

3️⃣ Database Layer

• MySQL relational database
• Normalized schema with indexed fields

4️⃣ Analytics Layer

• Power BI connected directly to MySQL
• Interactive dashboards with drill-down analysis

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🔄 Workflow

1. User submits ticket via PHP form
2. Data is validated and stored in MySQL
3. IT staff update ticket status
4. Power BI retrieves data from database
5. Dashboards display trends and workload metrics

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📁 Project Structure

helpdesk-ticket-analysis/
│
├── README.md
├── database/
│   └── helpdesk_db.sql
├── php/
│   └── index.php
├── powerbi/
│   └── Helpdesk Database.pbix

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🎯 Key Objectives

• Streamline helpdesk ticket logging
• Improve transparency and accountability
• Enable data-driven IT decision making
• Provide affordable solution for SMEs
• Reduce downtime caused by unresolved issues

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🚀 How to Run the Project

1. Install XAMPP and start Apache + MySQL
2. Import helpdesk_db.sql into MySQL via phpMyAdmin
3. Place PHP files inside XAMPP htdocs folder
4. Open browser and run localhost/php/index.php
5. Connect Power BI to MySQL database
6. Load the dashboard file (.pbix)

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🔐 Security Features

• Role-based access control
• Input validation to prevent SQL injection
• Structured database with proper indexing
• Timestamp tracking for accountability

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📈 Future Enhancements

• AI-based ticket assignment
• Email notification integration
• Cloud deployment
• Mobile interface
• Chatbot integration

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💼 Business Impact

This project demonstrates integration of database management, backend development, and business intelligence tools to create a scalable IT service management solution suitable for SMEs.

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👩‍💻 Author

Developed by Nikhitha R