Detail ideas about online help desk in jsp/servlet & oracle

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Deepak ManeHe hi....
i want brife ideas about online help desk project which is doing in "jsp/servlet' & 'oracle'.

An online help desk would be an online support ticket system which could be integrated with an online live-chat support system. This can be built using JSP and Oracle.

What this system would need is as below -

1. Let users login with their accounts.
2. Create a support / issue ticket.
3. A staff member assigns the ticket to himself/herself.
4. Staff member responds to the ticket by replying to it.
5. The user gets notified through email/sms.

This system may even allow user to post sensitive information like FTP details, login username or passwords so that only staff members can use it. You'll have to encrypt all the sensitive information.
Does this help?

Thank you sir..

Deepak ManeThank you sir..

There could be various types of online help desks. What I wrote above is how the tickets based support systems work, for most of the IT products support.