We would like to have you design a customer complaint notification and tracking system.
We have customers who are getting a service from us. Sometimes there are problems with the service and the customers need to notify us of the problem. We handle the problem and then the issue is solved.
So, the developed system should be Web based and should do the following:
a. The customer opens a new problem case using the web and a username and password
b. Our support engineer can view the case and modify it (add comments, change the text, delete text etc...)
c. The customer can view how the case progresses but can't modify it anymore (unless we allow him to add or modify data)
d. Our management can have a global overview of the cases pending, progress, solved, some statistics (how many cases are opened per month, how many are left open , how many closed, average time to solve a case).
This is in principal what we need.
It should be web based, based on PHP, MySQL and CSS.