Swati Andhale,
Nilam Kadam,
- Head and Assistant Professor, Department of Master of Computer Application, Parvatibai Genba Moze College of Engineering Wagholi, Pune, Maharashtra, India
- Student, Department of Master of Computer Application, Parvatibai Genba Moze College of Engineering Wagholi, Pune, Maharashtra, India
Abstract
The objective of this project is to design and develop a simple customer relationship management (CRM) ticketing tool specifically aimed at small and medium-sized businesses (SMBs) to help streamline customer support operations. The system enables users to raise support tickets for issues, queries, or service requests, which can then be tracked and managed by the support team. Administrators or support staff can assign tickets, update statuses, such as open, in progress, or closed, and monitor resolution times. This tool enhances customer satisfaction by reducing response time, improving communication, and ensuring proper tracking of issues. Built using technologies like HTML, CSS, JavaScript for the frontend, and Node.js/PHP/Python with MySQL or MongoDB for the backend, the system is both lightweight and scalable. The project demonstrates how a simplified CRM solution can automate essential customer service workflows without the need for expensive or overly complex enterprise tools. In today’s competitive business environment, customer satisfaction is a critical success factor for any organization. However, SMBs often lack access to advanced and affordable tools to manage customer interactions effectively. This project focuses on the design and development of a simple CRM (customer relationship management) ticketing tool that addresses this need by providing an intuitive and cost-effective solution to streamline customer support services. The system allows users to create and submit support tickets for various issues, which are then tracked and managed by support staff or administrators. Each ticket follows a defined lifecycle– including states such as “Open”, “In Progress”, and “Closed”– ensuring transparency and accountability throughout the support process. The admin panel enables staff to view, assign, update, and monitor tickets, helping reduce response and resolution times. A basic reporting module is also included to give insights into ticket volumes, resolution rates, and pending issues.
Keywords: Communication, CRM ticketing tool, HTML, model-view-controller (MVC), MySQL
[This article belongs to E-Commerce for Future & Trends ]
Swati Andhale, Nilam Kadam. Simple CRM Ticketing Tool. E-Commerce for Future & Trends. 2026; 13(01):1-9.
Swati Andhale, Nilam Kadam. Simple CRM Ticketing Tool. E-Commerce for Future & Trends. 2026; 13(01):1-9. Available from: https://journals.stmjournals.com/ecft/article=2026/view=242143
References
- Laudon KC, Laudon JP. Management information systems: managing the digital firm. London (UK): Pearson; 2004.
- Foster EC, Towle B Jr. Software engineering: a methodical approach. Boca Raton (FL): Auerbach Publications; 2021. doi:10.1201/9780367746025.
- Pressman RS. Software engineering: a practitioner’s approach. New York: Palgrave Macmillan; 2005.
- Aglibar KD, Alegre GC, Del Mundo G, Duro KF, Rodelas N. Ticketing system: a descriptive research on the use of ticketing system for project management and issue tracking in IT companies [Preprint]. 2022. arXiv:2202.06213 doi:10.48550/arXiv.2202.06213.
- Bass L, Clements P, Kazman R. Software architecture in practice. 3rd edition. Noida (India): Pearson Education India; 2012.
- Crockford D. JavaScript: The Good Parts. Sebastopol (CA): O’Reilly Media; 2008.
- Phaltankar A, Ahsan J, Harrison M, Nedov L. MongoDB fundamentals: a hands-on guide to using MongoDB and Atlas in the real world. Birmingham (UK): Packt Publishing Ltd; 2020.
- Odeh A. Software source code: Theoretical analyzing and practical reviewing model. Turk J Comput Math Educ. 2021;12(6):1554–1562. doi:10.17762/turcomat.v12i6.2694.
- Laplante PA, Kassab M. What every engineer should know about software engineering. Boca Raton (FL): CRC Press; 2022. doi:10.1201/9781003218647.
- Oracle Corporation. (2026). MySQL documentation [Online]. Oracle Corporation. Available from: https://dev.mysql.com/doc/
- PHP Group. (2026). PHP Manual. [Online]. Php.net. Available from: https://www.php.net/manual/en/.
- Apache Friends. (2024). XAMPP installers and downloads for Apache Friends [Online]. Apache Friends. Available from: https://www.apachefriends.org/
E-Commerce for Future & Trends
| Volume | 13 |
| Issue | 01 |
| Received | 25/07/2025 |
| Accepted | 10/12/2025 |
| Published | 27/03/2026 |
| Publication Time | 245 Days |
Login
PlumX Metrics