In the digital age, universities rely heavily on IT infrastructure to support academic delivery, administrative operations, and student engagement. Yet, many institutions, including Southern University College (SUC), continue to manage technical issues through fragmented, manual methods such as emails, phone calls, and informal conversations. These outdated practices result in inefficient issue resolution, poor tracking, and lack of transparency, especially during peak academic periods.
To address these challenges, this project proposes the development of a centralized, web-based IT helpdesk ticketing system tailored for SUC. The system empowers students, lecturers, and administrative staff to report IT-related problems through a structured interface, while enabling IT administrators to manage and resolve tickets efficiently via a secure dashboard. By replacing informal communication with a formalized ticketing workflow, the platform enhances accountability, reduces response time, and improves user satisfaction.
Built using Laravel and Firebase technologies, the system supports secure authentication, real-time ticket updates, and role-based access control. Each ticket includes essential metadata such as subject, description, and status, ensuring clarity and traceability throughout the resolution process. The admin dashboard allows authorized personnel to assign, update, and close tickets based on expertise and urgency.
This project not only streamlines IT support operations but also lays the foundation for scalable digital service management within SUC. By introducing structured workflows and transparent reporting, the system contributes to a more resilient and responsive campus IT environment.

Invention Technical Description

The Web-Based IT Helpdesk Ticketing System is a dual-interface platform designed to modernize IT support workflows at Southern University College. It enables users to report technical issues and track their resolution status, while providing administrators with tools to manage and prioritize support requests.
System Architecture
- Frontend: Developed using HTML/CSS and JavaScript, integrated with Laravel Blade templates for dynamic rendering.
- Backend: Laravel framework handles routing, authentication, and ticket logic.
- Database: Firebase Firestore stores ticket data in real-time.
- Authentication: Firebase Authentication secures user login and role-based access.
User Roles
- Students & Lecturers:
-- Register and log in via Firebase Authentication.
-- Submit tickets with subject, description, and category.
-- View ticket history and status updates.
- IT Administrators:
-- Access dashboard via pre-approved email credentials.
-- View, assign, and update ticket statuses (Pending, Approved, Rejected).
-- Monitor ticket volume and resolution timelines.
Core Features
- Ticket Submission: Simple form interface for reporting issues.
- Status Tracking: Real-time updates visible to both users and admins.
- Role-Based Access: Ensures secure and appropriate data visibility.
- Dashboard Management: Admins can filter, sort, and respond to tickets efficiently.
Limitations
- No support for file attachments or real-time chat in this phase.
- Does not handle faculty-level administrative or academic record issues.
- AI-based issue prediction and analytics are excluded from the prototype.

This system offers a scalable foundation for future enhancements, including analytics, chat support, and integration with broader campus IT systems. It represents a critical step toward digital transformation in university IT service management.

Demostration/ Presentation Video

Poster/ Broucher/ Invention Photo