NATRAX
NATRAX Helpdesk is an internal support portal developed for managing service tickets, infrastructure requests, and facility issue reporting at the National Automotive Test Tracks (NATRAX) facility.
The Challenge
NATRAX required a centralized helpdesk system to streamline internal service requests, manage complaints, and assign tickets across multiple departments and roles—replacing scattered or manual reporting workflows.
The challenge was to build a reliable, easy-to-use platform accessible to all internal users while supporting admin-level control, role-based access, ticket tracking, and timely updates for service transparency.
Our Approach
We developed a custom web-based ticketing system designed specifically for NATRAX’s internal operations. The platform includes intuitive, user-friendly forms for submitting issues, automated ticket assignment logic, and dashboard summaries to track status and performance. It also supports role-based access, providing tailored views and permissions for employees, admins, and engineers, ensuring smooth workflow management across departments.
The Solution
The platform is designed to streamline internal support operations by offering categorized ticket creation, allowing users to log issues by type or department. It provides real-time status updates and supports department-specific ticket assignments to ensure requests are handled by the right teams. Users can easily sort and address urgent tickets, while automated notifications keep all stakeholders informed—driving accountability, transparency, and operational efficiency.
- Simple, categorized ticket submission forms for internal users.
- Admin dashboard to track, assign, and monitor ticket statuses.
- Role-based logins for Admin, Staff, Engineer, and Super Admin.
- Automated email notifications and ticket update logs.
Results & Impact
- Centralized helpdesk operations across NATRAX departments.
- Reduced resolution time through structured ticket flow.
- Improved visibility and accountability in facility management.
