Ticketing system with workflow and email notifications – how best to build?

Hi all

I’m an intermediate level Sharepoint 2013 end user and have Designer 2013 access (though new to it) and would like to build a fairly basic ticketing system.  Conscious that there are probably a dozen ways to approach this, I’m hoping to tap the expertise of this forum for some tips on the easiest and most efficient way to set this up.

All advice is greatly appreciated!

Here is the requirement:

There are three roles:

• User
• Helpdesk Administrator
• Helpdesk Technician

1) The User writes an email to the mailbox, let’s say SystemsAccountingHelpdesk@ABC_Corporation.com

2) A unique record is created with status New and the details of the email copied into this with the email subject as the title and the email content in the full description of the record.

3) The Helpdesk Administrator receives a notification about the new record.

4) The Helpdesk Administrator reviews the record and either:

• Decides that it is not appropriate for the systems accounting helpdesk, so clicks a “reject” button which sends an email back to the user stating “Your request regarding [email subject] should be directed to the general IT Service Desk at ServiceDesk@ABC_Corporation.com”.  Record will have status changed to Rejected.  END OF SCENARIO
• Decides that it is appropriate and wishes to assign it to one of the Helpdesk Technicians.  Record will have status changed to Assigned and will be assigned to one of the technicians, along with a priority of Low, Medium or High.  The Helpdesk Technician receives an email advising that the new record has been assigned.

5) The User receives an email stating “Your request regarding [email subject] has been accepted and has been assigned to [name of Helpdesk Technician] with priority [priority].”

6) The Helpdesk Technician works on the request and updates the status to In Progress, adds mandatory text for this (and every future) status change and sets the Effort field to Low, Medium or High.

7) The Helpdesk Administrator can easily report on the number of records assigned per Helpdesk Technician, review status, effort, etc.

8) Upon resolving, the Helpdesk Technician updates the status to Complete, adds mandatory text for the resolution and clicks a button which sends an email back to the user stating “Your request regarding [email subject] has been resolved by [name of Helpdesk Technician] with resolution [resolution text].

Thanks a million and don’t hesitate to ask if anything is unclear.

LH