Platform build · Business software
FixDesk Maintenance Ticketing System
A complete ticketing workflow connecting clients, assets, maintenance requests, administrators and technicians from issue reporting to resolution.
Challenge
The operational context.
Requests arriving through calls and messages make assignment, progress updates and maintenance history difficult to manage consistently.
Solution
A role-based maintenance workflow spanning request intake, triage, assignment, field updates, completion evidence and management reporting.
Project goals
Create one request lifecycle
Give each role a focused workspace
Preserve asset and completion history
Architecture
A maintainable technical foundation.
A shared web platform with permissions around customer, coordinator, technician and administrator activities, backed by consistent job and asset records.
- Web application
- Role-based authorization
- Notification adapters
- Reporting views
Key workflows
Customer request submission
Priority and assignment
Technician diagnosis and work updates
Completion review and reporting
Platform capabilities
Asset registers
Job status history
Technician queues
Photo and document evidence
Planned maintenance schedules
Design decisions
Make ownership visible at every state
Keep an append-only activity history
Support mobile field workflows responsively
Implementation approach
Process mapping
Role and status design
Incremental workflow delivery
Data migration and adoption support
Possible business impact
Outcomes the design is intended to support.
These are design objectives, not reported client results.
Can reduce uncertainty about job status
Could improve the completeness of asset history
Designed to make workload planning more dependable