Charon

Named after Pluto’s largest moon. It’s an AI-integrated web-based helpdesk platform designed to handle customer service faster, smarter, and more efficiently.

Charon is an AI-integrated helpdesk application designed to streamline the process of managing customer complaints and internal issue tickets. Built using Laravel 12 and Vue, Charon enables efficient collaboration between customers, admins, and agents, with intelligent features like AI-based ticket resolution suggestions, automated ticket assignments, and performance monitoring.

Table of Contents

Purpose

  • Enhance the efficiency of issue ticket handling through an intelligent and well-structured helpdesk system.

  • Minimize manual workload by utilizing AI for solution suggestions and ticket assignments.

  • Provide a knowledge-based article system to support customer self-service and improve agent efficiency.

  • Ensure fair, timely, and trackable ticket resolution for both customers and internal stakeholders.

Key Features

User Account

  • Login & Forgot Password

  • Update profile and change/reset password

  • Language switching: id, en, ja, ko, ar, zh-CN

  • View and terminate active login sessions

  • Self-service account deletion

  • User types:

    • Customer: End users submitting issues

    • Admin: Operators/staff with dynamic roles

    • Agent: Technical personnel resolving tickets, no dynamic roles

Dashboard

  • Statistics:

    • Total tickets by status

    • Open vs resolved vs closed

    • Average response and resolution time

  • Team performance monitoring

  • Idle tickets are automatically escalated in priority

Knowledge Base (Articles)

  • Full CRUD article management

  • Organized by categories

  • Used by AI to provide solution suggestions for both customers and admins

  • Publicly searchable before ticket submission

Ticket Management

  • Customer View:

    • Report issues or submit complaints via form

    • AI Assistant to search for possible solutions from articles

    • If unresolved, open a new ticket (default priority: Normal)

    • Track ticket status and replies

  • Admin View:

    • Receive notifications for new tickets

    • Validate issue: resolve directly or consult AI for article-based solutions

    • Assign ticket to agent manually or using AI-based recommendations

    • Set ticket priority based on urgency

    • Monitor progress and ticket lifecycle

  • Agent View:

    • Get notified upon ticket assignment

    • Choose to accept or skip ticket

    • Mark ticket as resolved

    • Automated notification to admin and customer upon resolution

  • Smart Features:

    • AI escalates priority of unattended tickets

    • Threaded replies for transparent discussion

Ticket Details

  • Full CRUD support

  • Status options: open, assigned, retrieved, resolved, closed

  • Priority levels: lower, low, normal, high, higher

  • AI capabilities:

    • Auto-suggestion of article-based solutions

    • Auto-recommendation for agent assignment

    • Priority evaluation

  • Nested replies (parent/child ticket responses)

  • Tagging for flexible classification

Tags & Categories

  • CRUD for ticket categories

  • CRUD for tags

  • Multiple tags per ticket

User Management

  • Full user CRUD

  • Automatic email delivery of login credentials

  • Manage user types: Customer, Admin, Agent

Roles & Permissions

  • Full CRUD for roles

  • Access control with the following permissions:

    • User: ViewUser, AddUser, EditUser, DeleteUser, ApproveUser

    • Role: ViewRole, AddRole, EditRole, DeleteRole, ApproveRole

    • Ticket: ViewTicket, AddTicket, EditTicket, DeleteTicket, ApproveTicket

    • Article: ViewArticle, AddArticle, EditArticle, DeleteArticle, ApproveArticle

    • Tag: ViewTag, AddTag, EditTag, DeleteTag, ApproveTag

    • Category: ViewCategory, AddCategory, EditCategory, DeleteCategory, ApproveCategory

Technology

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