[DMP 2024]: Accessible User Query Management System

[Nalin-x-Linux]

Ticket Contents

Description

The project aims to enhance the open-source ticketing system Trudesk by integrating critical accessibility features and advanced functionalities. The primary goal is to make Trudesk more inclusive and efficient for all users, including those with disabilities.

The main problems addressed are:

1. Lack of accessibility in existing ticketing systems, making them difficult to use for people with disabilities.
2. Inefficient ticket management due to manual tagging and sorting processes.
3. Absence of community support features like public forums.
4. Inflexibility to cater to organization-specific needs.

To solve these problems, the project proposes the following solutions:

1. Accessibility Enhancements: Optimize Trudesk for screen readers and assistive technologies, ensuring full accessibility for users with disabilities.
2. Advanced Functionalities: Implement auto-tagging, auto-categorization, and voice input capabilities to streamline ticket management.
3. Public Forums Integration: Create public forums within Trudesk, enabling users to collaborate and share knowledge.
4. Organization-Specific Enhancements: Develop automatic documentation suggestions and customizable knowledge bases tailored to frequent queries.

Goals & Mid-Point Milestone

Goals

• Fix Accessibility Issues
• Add additional features

Setup/Installation

No response

Expected Outcome

The key deliverables of the project include: - Accessibility patches for Trudesk to ensure compliance with accessibility standards. - Public question polling interface and public forums for community engagement. - Efficient question searching, answer polling, and thread merging features. - Knowledge base creation and FAQ generation based on user queries. - Document suggestion system and voice-based query creation (stretch goal). - Integration of private ticket tracking and public forums. - Comprehensive testing and documentation.

Acceptance Criteria

No response

Implementation Details

Javascript, web, etc

Mockups/Wireframes

No response

Product Name

Accessible UQMS

Organisation Name

Zendalona

Domain

⁠Learning & Development

Tech Skills Needed

JavaScript

Mentor(s)

@Nalin-x-Linux

Category

Accessibility

[shreyp135]

Hello @Nalin-x-Linux ,
I'm Shreyansh Paliwal, a first-year undergraduate student at Maharaja Agrasen Institute of Technology, studying BTech in Information Technology. I am proficient in full stack web development using the MERN stack.
I'm interested in this project and would love to be a part of it :)

[DGRYZER]

Hello,
My name is Debajyoti Ghosh. I am a Frontend Developer (Fresher).
I am sharing some features that this should have. These features are following -

1. Customizable Dashboard:

   • Allow users to personalize their dashboard layout and widgets for quick access to relevant information.

2. Real-Time Notifications:

   • Implement notifications for new tickets, updates, and forum activities to keep users informed.

3. Smart Ticket Routing:

   • Develop algorithms to automatically assign tickets to the most appropriate agents based on workload and expertise.

4. Integration with Third-Party Tools:

   • Enable integration with popular tools like Slack, Jira, or email for seamless communication and workflow management.

5. Knowledge Base Analytics:

   • Provide insights into knowledge base usage and effectiveness through analytics and reporting tools.

6. Multilingual Support:

   • Support multiple languages to cater to diverse user bases and facilitate global accessibility.

7. Mobile Optimization:

   • Ensure responsive design and mobile-friendly interfaces for accessibility on various devices.

8. Gamification Elements:

   • Incorporate gamification elements such as badges, points, or leaderboards to encourage user engagement and contribution.

9. API for Integration:

   • Offer an API for easy integration with external systems and custom development.

10. Advanced Search Functionality:

    • Enhance search capabilities with filters, sorting options, and natural language processing for efficient information retrieval.

11. Customer Feedback Mechanism:

    • Implement feedback forms or surveys to gather insights from users and improve system usability.

12. Security Enhancements:

    • Strengthen security measures with features like two-factor authentication, encryption, and access controls.

13. Ticket Escalation Workflow:

    • Design a workflow for escalating critical tickets to higher authorities or specialized teams for prompt resolution.

14. Performance Optimization:

    • Optimize system performance through code refactoring, caching mechanisms, and database tuning.

15. User Role Management:

    • Define different user roles with varying permissions to control access and maintain data security.

Thank You.
Debajyoti Ghosh.

[khushinj]

Hello,
I'm Khushi Joshi , A frontend developer intern and I'm interested in this project would like to contribute to it along with solving the bugs and issues and making the software user-friendky for the users

[Ishan-53]

Hello @Nalin-x-Linux ,
I'm Ishan, I am proficient in full stack web development using the MERN stack.
I'm interested in this project and would love to be a part of it :)

[Nitish0777]

Hey @Nalin-x-Linux, I am eager to contribute in this project. Like i have experience in MERN stack and also i have good understanding in Backend framework like Node.js.Currently I am in 3rd year looking some open source project for upskilling and learn new things from projects

[Mikhiel39]

Hello,
My name is Mikhiel Sujeet Benji, and I am a full-stack developer. I am interested in contributing to your project and would like to suggest some features that can be added to it:

1. Real-time chat support
2. AI-powered ticket tagging
3. Integration with communication channels

[hanzalahwaheed]

Hey @Nalin-x-Linux,
This is Hanzalah! I'm a Full Stack Developer proficient with the MERN Stack. I'm currently exploring technologies such as NextJS and Docker. I have also participated in a few opensource programs like Hacktoberfest 2023, KWOC 2023, SSoC 2023. Would love to contribute to the project and add more value to it. Here is my portfolio: hanzalahwaheed.me

[supriyajathar]

Hello @Nalin-x-Linux,

I'm eager to contribute to the project and learn from it . I'm a Full Stack Developer proficient with the MERN Stack With expertise in React JS, JavaScript, and Tailwind CSS, I'm keen to apply my skills and contribute meaningfully to the project.

[Asymtode712]

Hey @Nalin-x-Linux ,

I'm a Full Stack Developer proficient in MERN stack. I am keen to contribute in this project and would like to suggest fixes and some additional features:

Accessibility Enhancements:
Technical Stack: JavaScript, HTML, CSS, ARIA

• ARIA Roles and Attributes: Add ARIA attributes to enhance accessibility, such as role="button", aria-label, aria-labelledby, etc., to provide additional context for screen readers.
• Keyboard Navigation: Implement keyboard navigation using JavaScript to allow users to navigate through the application using only the keyboard. Manage focus states properly and ensure all interactive elements are reachable.
• High Contrast Mode: Implement a toggle button to switch between high contrast mode and normal mode. Use CSS to adjust color contrast and ensure readability.
• Screen Reader Testing: Regularly test the application with popular screen readers like NVDA, VoiceOver, and JAWS to ensure compatibility and identify any issues that need to be addressed.

Advanced Functionalities:
Technical Stack: NLP libraries (for voice input)

• Auto-tagging and Auto-categorization: Use NLP libraries like Natural or TensorFlow to analyze the content of incoming tickets and automatically assign relevant tags and categories based on keywords and context. Train the system with a dataset of labeled tickets for better accuracy.
• Voice Input: Utilize Web Speech API or third-party speech recognition libraries like Google Speech Recognition to enable voice input for creating and managing tickets. Convert speech to text and process it as a regular ticket submission.
• Streamlining Ticket Management: Integrate the auto-tagging and auto-categorization features with the ticket creation form to suggest tags and categories as users type. Provide options for users to confirm or override the suggestions.

Public Forums Integration:
Technical Stack: JavaScript, Node.js, Express.js

• Create Forum Components: Develop React components for creating, viewing, and interacting with forum threads. Design a database schema to store forum posts, comments, and user interactions.
• API Endpoints: Implement backend API endpoints using Express.js to handle CRUD operations for forum threads and posts. Ensure proper authentication and authorization to control access to forum features.
• Real-time Updates: Utilize technologies like WebSockets or Server-Sent Events to enable real-time updates for forum threads, comments, and user activities without the need to refresh the page.
• User Permissions: Define roles and permissions for forum participants (e.g., admins, moderators, regular users) to control who can create threads, post comments, and manage content.

Organization-Specific Enhancements:
Technical Stack: ML libraries (for automatic documentation suggestions)

• Automatic Documentation Suggestions: Implement a machine learning-based recommendation system to suggest relevant documentation articles based on the content of tickets and user queries. Train the system using a dataset of labeled documents and user interactions.
• Customizable Knowledge Bases: Design a database schema to store organization-specific knowledge base articles and FAQs. Develop an admin interface to manage and customize the content based on frequent queries and user feedback.
• Integration with Ticketing System: Link knowledge base articles directly to relevant tickets and forum threads to provide users with easy access to relevant information while managing tickets or discussing issues in the forums.

Additional features

• Integration with speech recognition APIs to allow users especially disabled audience to interact with the ticketing system using voice commands.
• Automatic language translation for multilingual support, enabling users from different linguistic backgrounds to access and use the application.
• Integration with popular screen reader software to provide seamless compatibility and optimized user experience for visually impaired users.
• Integration with social media platforms to facilitate sharing and collaboration among users outside of the Trudesk platform.
• Machine learning-powered suggestion engine to recommend relevant articles, solutions, or forum threads based on user queries and interactions.
• Real-time collaboration features, such as live chat or co-editing, to enable users to work together on resolving tickets or discussing topics in the forums.

[Virgarg7]

Hey @Nalin-x-Linux,

I'm skilled in MERN stack development and eager to contribute to this project. Here are some suggestions for enhancements and additional features:

Improving Accessibility:
Technical Tools: JavaScript, HTML, CSS, ARIA

1. Enhance ARIA Roles and Attributes: Introduce ARIA attributes like role="button", aria-label, and aria-labelledby to improve accessibility for screen readers.
2. Implement Keyboard Navigation: Enable keyboard navigation using JavaScript for easy application exploration without a mouse.
3. Toggle High Contrast Mode: Add a toggle button to switch between high contrast and normal mode, improving readability.
4. Regular Screen Reader Testing: Ensure compatibility with popular screen readers like NVDA, VoiceOver, and JAWS.

Advanced Functionalities:
Technical Tools: NLP Libraries (for voice input)

1. Auto-tagging and Categorization: Utilize NLP libraries for automatic tagging and categorization of incoming tickets based on content analysis.
2. Enable Voice Input: Integrate speech recognition libraries to allow users to create and manage tickets via voice commands.
3. Streamline Ticket Management: Integrate auto-tagging with the ticket creation form for efficient tagging suggestions.

Integration with Public Forums:
Technical Tools: JavaScript, Node.js, Express.js

1. Develop Forum Components: Create React components for forum interaction and design a database schema for forum data storage.
2. Implement Backend API Endpoints: Create Express.js endpoints for forum CRUD operations with proper authentication.
3. Enable Real-time Updates: Utilize WebSockets for real-time forum updates without page refreshes.
4. Define User Permissions: Establish user roles (admins, moderators, regular users) for forum participation.

Custom Enhancements for Organizations:
Technical Tools: ML Libraries (for documentation suggestions)

1. Recommend Documentation Articles: Develop ML-based recommendation system for suggesting relevant documentation based on tickets and queries.
2. Customizable Knowledge Bases: Design schema for organization-specific FAQs and articles, allowing customization based on user feedback.
3. Integration with Ticketing System: Link knowledge base articles to relevant tickets for easy access.

Additional Features:

1. Voice Interaction: Integration with speech recognition APIs for voice-based interaction.
2. Language Translation: Automatic translation for multilingual support.
3. Screen Reader Compatibility: Integration with screen readers for optimized accessibility.
4. Social Media Integration: Facilitate sharing and collaboration via social media platforms.
5. ML-driven Suggestions: Provide intelligent suggestions based on user interactions.
6. Real-time Collaboration: Enable live chat or co-editing for collaborative ticket resolution.

Let me know your thoughts on these enhancements and features. Looking forward to contributing!

[amamisha59]

Hello,

I'm Amisha, a frontend developer eager to broaden my skills into backend development and beyond. Given the nature of this project, I believe we can create a website with a color scheme that accommodates colorblind individuals, ensuring accessibility for all users. Additionally, integrating features such as voice recognition or even facial recognition for authentication could greatly enhance the user experience, particularly for those with disabilities. I'm excited about the prospect of leveraging technology to empower and support disabled individuals, and I'm keen to explore how we can incorporate these innovative solutions into our project.

Looking forward to contributing to this meaningful endeavor!

[Sufia-ahmad]

I'm Sufia, and I am full stack developer, but I am fresher I only completed the 6 months of training and one month of internship in frontend developer so, I want to do the internship.

[tusharshah21]

Hey @Nalin-x-Linux ,
Got an idea for the issues this project is facing! First off, we'll team up with accessibility experts and folks who use assistive tech to make Trudesk more accessible. Think of it like adding ramps and wider doors for people who use wheelchairs. Next, we'll use fancy tech stuff like machine learning to help Trudesk organize tickets automatically. This means less manual work tagging tickets! Plus, we'll add voice input so you can talk to Trudesk instead of typing everything. Then, we'll throw in a community forum where everyone can chat and help each other out. Lastly, we'll let organizations tweak Trudesk to fit their needs better. It's like customizing your phone's settings to make it just right for you. With these changes, Trudesk will be easier to use, more helpful, and better suited for different groups of people and organizations.
Looking forward to implement it!

[nil2022]

Hello, @Nalin-x-Linux.
Myself Nilanjan, a skilled backend developer who has transitioned smoothly from Node.js to React.js full-stack development, and I would like to contribute to this project.

Looking forward to joining the open source team and making contributions to this project.

[Apurv428]

Hello mentor @Nalin-x-Linux , could you provide information regarding the interview process? Has it already started or is it yet to begin? Thank you!