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Part 1 structure:

  • Explaining what “helpdesk module” will do
  • List topics covered in this guide

I’m going to start with module principles.

The idea of “helpdesk module” is following:

  • Customer can send support tickets to helpdesk support
  • Customer can view his submitted support tickets
  • Administrator can see quick statistics of tickets, thanks to KPI feature
  • Administrator can manage all tickets sent by customers
  • Administrator can configure the module in order to enable or disable some features (read below)

Additional module features (most of them are configurable):

  • E-mail notification for customer and/or admin whenever a new ticket is created
  • Export tickets via console command
  • Live notifications using AJAX for both FrontOffice & BackOffice
  • Ability to give/remove access to the blacklist for chosen customer from BackOffice list

There is also going to be some fun with:

  • Composer & Namespaces
  • Databases (Doctrine)
  • Parameters & Services (config.yml)
  • Tests

I’m going to explain each topic (or “Part” – name it like you want to) as precisely as I can.

Sounds good? I hope so! If you are ready to begin your adventure with “helpdesk tutorial” module – head over to part 2.

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