Welcome to the Ticket Management System

User Stories

1. As a user, I want to be able to create a new ticket with details about my issue or request.
2. As a user, I want to view a list of all my open tickets.
3. As a user, I want to search for tickets based on keywords or filters.
4. As a user, I want to be able to prioritize my tickets (e.g., low, medium, high) to indicate urgency.
5. As a user, I want to assign a ticket to a specific team or individual responsible for resolving it.
6. As a user, I want to add comments or updates to my tickets to provide additional information or ask questions.
7. As a user, I want to receive notifications when there are updates or changes to my tickets.
8. As a user, I want to close a ticket once my issue or request has been resolved satisfactorily.
9. As a user, I want to reopen a ticket if the issue reoccurs or was not resolved properly.
10. As a user, I want to attach files or screenshots to a ticket to provide more context or evidence.
11. As a user, I want to track the status of my tickets (e.g., open, in progress, closed).
12. As a user, I want to see metrics and reports on the status and resolution time of tickets.
13. As a user, I want to have a dashboard that gives me an overview of all my tickets and their current status.
14. As a user, I want to be able to escalate a ticket if it's not being addressed within a certain timeframe.
15. As a user, I want to be able to merge duplicate tickets to streamline the resolution process.