HDR — Service Desk Management

A web application for service desk operators. It centralises tickets, reply templates, history and documentation, so recurring answers are standardised instead of rewritten every time.

Key features

• Reusable templates with fine-grained categorisation and search.
• Ticket handling: creation, assignment, status, full history.
• An internal knowledge base operators can search.
• JWT authentication with separate operator and admin roles.

Role: Symfony backend (REST API, Doctrine model, security) and React frontend.