Alliance IT ticketing system

Overview

Alliance for Healthier Communities supports community health centres across Ontario. Their staff needed one place to report IT problems and their technicians needed one place to manage them.

The problem

IT support for a distributed organization needs a single place to file requests, prioritize and assign them, and measure how long they take to resolve.

What I did

1. 1.Built separate experiences for staff and for technicians and admins, with role-based access.
2. 2.Staff can create and track tickets, attach files and get instant help from an AI chatbot for common issues.
3. 3.Admins get dashboards for ticket trends and resolution time by priority, plus ticket assignment and user management.
4. 4.Shipped on Vercel with careful code review for safe production updates.

Results

• A live demo covering the full flow, from a staff member filing a ticket to an admin tracking resolution times.