問い合わせ管理システム

Overview

A web-based business system that tracks customer inquiries from reception through resolution and completion without omission. Displays unaddressed, urgent, approaching deadline, and overdue items with priority, and safely separates customer-facing replies from internal comments.
#Personal Development

Main Features

Inquiry Management

• Registration and editing of ticket number, customer, company, category, priority, assignee, deadline, and attachments
• Status transitions (New → Unaddressed → In Progress → Resolved → Completed) and reopen handling
• Assignee assignment, change, and bulk assignment
• Escalation functionality and transfer history

Comments & History

• Clear separation of customer-facing replies and internal comments (internal memos) through text, icons, and background colors
• Automatic recording of operation history, assignee changes, priority changes, and status changes
• Attachment support

Search & List

• Keyword search by ticket number, subject, customer, and tags
• Complex filtering by status, priority, assignee, category, and overdue
• Sorting, pagination, and multiple selection
• CSV export support

Dashboard & Analytics

• Display of counts for unaddressed, in progress, new today, completed, and overdue items
• KPIs including average first response time, average resolution time, and resolution rate
• Graphs by month, status, category, and assignee
• Visualization of SLA achievement rate and reopen rate

SLA Management

• Priority-based initial response and resolution target time settings (Urgent 30 min/4 hours, High 1 hour/8 hours, Medium 4 hours/24 hours, Low 8 hours/72 hours)
• Automatic judgment of SLA achievement, approaching deadline, and overdue
• Support for both individual deadlines and SLA policies

Permissions & Organization

• Four-tier permissions: Administrator, Manager, General Staff, and View-only
• Multi-tenant support for managing multiple organizations separately
• Restriction of assignable categories by staff member
• Audit log recording all operations

Other

• Secure login via Firebase authentication
• In-browser demo without registration (separated by localStorage)
• Mobile and tablet support (card display, fixed quick operations)
• Accessibility support (keyboard operation, screen reader compatibility)