MSP Ticketing System
Custom IT Support Ticketing for Managed Service Provider
Tailored ticket management system replacing generic helpdesk software for mid-sized MSP.
The Challenge
Managed service provider was losing money on expensive helpdesk software that didn't fit their workflow. Needed custom solution with SLA tracking, client-specific configurations, and technician routing logic.
Our Solution
Built from-scratch ticketing platform with React admin portal, customer portal for ticket submission/tracking, automated ticket routing based on expertise/availability, and comprehensive SLA monitoring with escalation alerts. Integrated with existing RMM tools and billing system.
Results
- Saved $30,000 annually vs. commercial solution
- Reduced ticket response time by 40%
- Improved SLA compliance to 95%
- Automated 50% of tier-1 ticket assignments
Tech Stack
"I can't say enough good things about Lopie Dev! Josh is one of the best people I've ever had the opportunity to work with. He is professional, thorough, is able to look at things from perspectives that most would not consider and follows through to the end. Also provides excellent support for the product after it's launched. Josh and his team built a custom ticketing system for my company and it's working out far better than any box product would. I highly recommend Lopie Dev to anyone needing software development or web/app work, you will be very happy with the results!"
— Lawrence, PeakIT