We need a tool for our employees to create tickets from telephone calls. This tool should use our custom fields additional to the normal fields from FreshDesk and should be an easy way for our non technicans to create the tickets for the support.
First, a search text should be entered. This can be part of a name, an email or a company. All matching entries should be displayed in a list or create a new customer. The existing custumers can be asked from FeshDesk directly or, I think the better way, be stored in a local Database or MSSQL.
If it was an existing customer, all recent tickets should be displayed, so an existing ticket can get additional notes or be re-opened or a new one can be created.
If a new one was created, all necessary fields should be validated an the ticket should be submitted.
The tools should have a small user management name/email/password), so we can see, who create or edit the tickets (there is a custom field for the name).
Also, but as second step, it may be useful, that the date/time of the creation process from beginning until submit will be recorded in the background, seperated for each user. Some of the agents where paid for each ticket, so we need to know, how much time they spend for each one.
The tool should be realized in ASP.NET CORE, Angular 2 and C#, because all our other tools will also be in this environment.