Case Study: Modernizing IT Support with HBI HelpDesk Ticketing System

HBI needed a secure, scalable solution to log, track, and resolve internal support requests efficiently. Our PHP-based helpdesk platform supports employee login via LDAP, provides user-specific access control, and enables real-time ticket assignment with transfer capability across departments. Collaboration tools like internal chat and knowledge sharing reduce resolution cycles dramatically.

Managing internal support requests manually led to inefficiencies, tracking challenges, and slower resolution times. Without a centralized system, IT teams struggled to streamline ticket assignment, monitor performance, and ensure resolution visibility across departments.

We built the HBI HelpDesk as a centralized ticketing platform with full integration to Active Directory via LDAP for employee authentication and role management. Employees can raise tickets based on their needs, which are automatically routed to the support team. Admins can monitor every stage of resolution. The system also includes knowledge base management, internal chat, and mail support to improve collaboration.

The ticketing system reduced support request handling time by over 50%, enabled real-time resolution tracking, and improved employee satisfaction. Admins gained visibility into request trends and bottlenecks, while the knowledge base minimized repetitive queries by empowering employees to self-serve.

Key Features Delivered

• Employee Authentication via LDAP (Active Directory)
• Role-based Access & Privileges
• Ticket Logging, Assignment & Transfer Workflows
• Admin Monitoring & Resolution Oversight
• Knowledge Base Articles
• Internal Chat & Email Notifications

Technology Stack:

PHP, JavaScript, MySQL, HTML5, CSS3, jQuery