Padcom is a company that is based in Switzerland and offers services like alarm systems, security cameras, voice of IP, networking solutions and web hosting. Padcom brings top quality services and 24/7 support for its customers.
In order to help improve the work of a hosting company, a ticket system is required. A system in which the users and administrators can handle ever occuring problems that can rise with hardware and software failure, user errors or potential external security breaches.
Ticket system must be stable, responsive and reliable, and it must be like that at all times. Security is of fundamental importance as users can log in and post sensitive information. Designing an information system is a big and complex process so special care needed to be placed on this part, as every single error can cost a lot later on during development. We also wish to offer enough sufficient and useful data to the users so that can have a better feeling of the situation.
The development process of a ticket system resembled a lot a development process of any serious information system. We found our general use cases and worked really hard to design and implement them properly. We put a special emphasis on security and stability in all the layers of the developed system.
We conducted testing of multiple scenarios, spoke with hosting and server experts and performed penetration testing to probe for security loopholes and made sure that the software looks and performs good on multiple devices and screens.
We found our general use cases and worked really hard to design and implement them properly. We put a special emphasis on security and stability in all the layers of the developed system.
Result is a full ticket system that allows users (clients and administrators) to log in and follow the flow of the tickets. Clients can open a new ticket, edit or remove an existing one and set it a priority. We make it easy for the user as most relevant information is pulled directly from the user account and opening ticket requires only filling up a couple of form fields. Administrators get notified of the created or updated ticket and can act accordingly to try to remove the problem and inform the client about it. System collects relevant data and shows it to the users in order to inform them of the current or previous situation of the potential open or solved problems.