AMS Support System
Enterprise issue management and customer support web application built to measure and organically integrated into the AMS corporate website. Engineered with multi-tenant company architecture, 6-level role hierarchy, automated agent routing rules, internal staff-only notes, transactional SMTP email alerts, and an immutable change audit log.
Problem & Requirements
Technical service and client requests were trapped in chaotic email threads, phone calls, and expensive external SaaS platforms charging per-user licensing fees. Request tracking was frequently lost, leading to unpredictable response times and lack of SLA compliance monitoring across client companies.
Architecture & Delivered Deliverables
We architected and deployed a proprietary, lightweight, 100% web-based service desk integrated within their corporate ecosystem. Powered by a relational MySQL database with strict referential integrity, it features a client self-service portal with secure attachment handling (strict MIME type validation), smart ticket dispatching by category/company, and dedicated role dashboards (Superadmin, Admin, PM/Coordinator, Agent, Client).
Custom Service Desk Modules Built for AMS
Client Self-Service Portal
Categorized ticket submissions (bugs, inquiries, maintenance, change requests) with real-time lifecycle tracking.
Rules Engine & Auto-Dispatch
Smart priority routing matrix automatically assigning tickets to qualified agents based on category and corporate SLA.
Internal Staff Notes
Private comments visible exclusively to the engineering and support team for interdepartmental coordination before replying to clients.
Audit Trail & SLA Monitoring
Immutable event logging recording every status change, reassignment, and response timestamp to evaluate resolution benchmarks.
Technology Stack & Engineering Entities
Let’s build the custom platform your organization needs
We engineer operating platforms, custom CRMs, and AI-assisted web systems with clean native code, enterprise security, and zero recurring licensing lock-in.