ACME MEP Services Pvt. Ltd. — AVGN Portal

Complete IT Service Management, Asset Tracking & Business Operations Platform

10
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67+
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40+
API Endpoints
7
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ACME MEP Services Pvt. Ltd.
ithelpdesk.acmemep.com
License: Active
Version 2026.4.1
AVGN Infotech
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Modules & Features
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Dashboard
Real-time analytics, KPIs & quick action center
3 features
Why This Module?

The Dashboard is the command center of your portal. It gives SuperAdmins and managers an instant, at-a-glance view of all key metrics — open tickets, SLA health, asset counts, engineer workload — so decisions can be made quickly without digging through individual pages.

Analytics Dashboard
Dashboard.aspx
Displays live widgets showing ticket counts by status, SLA compliance rates, engineer workload distribution, recent activity feed, and category-wise breakdowns.
Why: Without a dashboard, managers would have to open multiple reports to understand the current state. This consolidates everything into one screen for faster decision-making.
  1. Navigate to Dashboard from the sidebar
  2. View ticket summary cards (Open, In Progress, Resolved, Closed)
  3. Check SLA compliance widget for breach alerts
  4. Review engineer workload chart to balance assignments
  5. Use the recent activity feed to track latest updates
Customizable Widgets
WidgetConfig.ashx
Users can personalize their dashboard by rearranging, showing, or hiding widgets to focus on the metrics most relevant to their role.
Why: Different roles care about different KPIs. A finance user wants cost data; an engineer wants ticket queue. Customization makes the dashboard useful for everyone.
  1. On the Dashboard page, look for the widget settings/gear icon
  2. Toggle widgets on/off based on your needs
  3. Drag widgets to rearrange their order
  4. Settings are saved per-user and persist across sessions
Quick Ticket Filters
Dashboard.aspx
Filter tickets instantly by status (All, Open, Assigned, etc.) directly from the dashboard without navigating to the full ticket list.
Why: Saves time when you just need to quickly check specific ticket categories without leaving the main screen.
  1. Use the tab buttons (All, Open, Assigned, etc.) at the top of the ticket section
  2. Click on any ticket number to open its details
  3. Use the checkbox to select multiple tickets for bulk actions
Helpdesk & Ticketing
Complete complaint lifecycle, SLA, auto-assign, AI, tags, time tracking & service catalog
18 features
Why This Module?

The Helpdesk is the core of the portal. It manages the entire lifecycle of complaints/tickets —from creation to resolution. Without a structured ticketing system, issues get lost in emails, SLAs are missed, and there is no accountability. This module ensures every complaint is tracked, assigned, escalated if needed, and resolved within SLA.

All Tickets
Complaint/List.aspx
Master list of all tickets with advanced filtering by status, priority, category, date range, assigned engineer, and customer. Supports bulk actions, export to Excel, and real-time search.
Why: Provides a single view of all complaints across the organization. Managers can monitor workload, spot patterns, and ensure nothing falls through the cracks.
  1. Go to Helpdesk > All Tickets
  2. Use the filter bar to narrow by status, priority, or date
  3. Click any ticket number to view full details
  4. Use bulk checkboxes to assign, close, or export multiple tickets
  5. Use the search box to find tickets by keyword, ID, or customer name
Kanban Board
Complaint/Board.aspx
Visual drag-and-drop board showing tickets organized by status columns (Open, In Progress, Pending, Resolved, Closed). Engineers and managers can move tickets between stages by dragging.
Why: Visual workflows are faster to scan than lists. The Kanban board gives teams a birds-eye view of where each ticket stands, helping identify bottlenecks (e.g., too many tickets stuck in "Pending").
  1. Go to Helpdesk > Kanban Board
  2. See tickets as cards organized in status columns
  3. Drag a card from one column to another to change its status
  4. Click a card to open the full ticket details
  5. Use filters at the top to focus on specific categories or engineers
New Complaint
Complaint/Create.aspx
Create a new ticket with customer selection, category, priority, description, file attachments, and optional engineer assignment. Supports AI-powered category suggestion.
Why: Standardizes how issues are reported. Instead of unstructured emails or phone calls, every complaint follows a consistent format with all required information captured upfront.
  1. Go to Helpdesk > New Complaint
  2. Select the customer and site (if applicable)
  3. Choose category and priority
  4. Enter a clear description of the issue
  5. Attach photos or documents if needed
  6. Assign an engineer (or leave blank for auto-assignment)
  7. Click Submit to create the ticket
Track Ticket
Complaint/TrackInternal.aspx
Quick lookup to check any ticket's current status, assigned engineer, SLA timeline, and full conversation history by entering the ticket ID.
Why: When a customer calls asking about their ticket, support staff can instantly pull up the status without navigating the full ticket list.
  1. Go to Helpdesk > Track Ticket
  2. Enter the ticket number (e.g., TKT04260003)
  3. View the complete timeline, status, and conversation
Customer Feedback (NPS)
Complaint/FeedbackReport.aspx
Collect and analyze customer satisfaction ratings after ticket resolution. Tracks Net Promoter Score (NPS), feedback trends, and individual engineer ratings.
Why: Measuring customer satisfaction is essential to improve service quality. NPS scores help identify which engineers perform well and where the team needs improvement.
  1. Feedback links are automatically sent to customers after ticket closure
  2. Go to Helpdesk > Customer Feedback to view reports
  3. Filter by date range, engineer, or category
  4. Review NPS scores and individual feedback comments
Email Inbox Log
Admin/EmailLog.aspx
Monitors all inbound and outbound emails related to the portal. Shows email-to-ticket conversion status, delivery failures, and communication history.
Why: When customers report issues via email, this log helps verify if the email was received, whether a ticket was auto-created, and tracks all email communication for audit purposes.
  1. Go to Helpdesk > Email Inbox Log
  2. View inbound emails and their processing status
  3. Check if auto-ticket creation succeeded or failed
  4. Review outbound email delivery status
AI-Powered Suggestions
Complaint/GetAISuggestion.ashx
Uses artificial intelligence to suggest response text, auto-detect ticket category, and recommend resolution steps based on historical ticket data and knowledge base articles.
Why: Reduces response time by giving engineers ready-made answers. New engineers can handle tickets confidently with AI-backed suggestions, improving consistency and speed.
  1. Open any ticket detail page
  2. Look for the AI suggestion icon/button in the response area
  3. Click to generate a suggested response
  4. Review, edit if needed, and send to the customer
Auto-Assignment Rules
Admin/AutoAssignRules.aspx
Automatically assigns new tickets to engineers based on configurable rules —by category, customer, site, priority, or round-robin load balancing.
Why: Manual assignment is slow and inconsistent. Auto-assignment ensures tickets reach the right engineer instantly, reducing response time and eliminating the bottleneck of a single person assigning every ticket.
  1. Go to Administration > Auto-Assign Rules
  2. Click Add Rule to create a new rule
  3. Set conditions (e.g., Category = "Network" AND Priority = "High")
  4. Select the target engineer or group
  5. Set priority order if multiple rules match
  6. Save —new tickets matching the rule will auto-assign
Escalation Rules
Admin/EscalationRules.aspx
Defines time-based escalation triggers. If a ticket is not responded to or resolved within the configured time, it automatically escalates to a higher level (manager, team lead) with notifications.
Why: Prevents tickets from being forgotten. Automatic escalation ensures SLA breaches are flagged early, and managers are notified before the customer complains about delays.
  1. Go to Administration > Escalation Rules
  2. Create rules for different priority levels
  3. Set time thresholds (e.g., escalate after 4 hours if no response)
  4. Choose escalation target (manager, group, specific user)
  5. Configure notification method (email, in-app, both)
Canned Responses
Admin/CannedResponses.aspx
Pre-defined response templates that engineers can insert with one click while replying to tickets. Supports categories, variables (customer name, ticket ID), and rich text formatting.
Why: Engineers often answer the same types of questions. Canned responses save time, ensure consistent messaging, and maintain professional communication standards across the team.
  1. Go to Administration > Canned Responses to manage templates
  2. Click Add Response and write the template text
  3. Categorize it (e.g., "Greeting", "Troubleshooting", "Closure")
  4. When replying to a ticket, click the canned response icon to insert a template
Ticket Tags
Complaint/TagsAPI.ashx
Create colored tags and apply them to tickets for flexible categorization beyond fixed categories. Tags can be added/removed in real-time from the ticket detail page.
Why: Fixed categories are not always enough. Tags allow cross-cutting labels like "VIP", "Recurring", "Needs Hardware" that span multiple categories.
  1. Open any ticket detail page
  2. Find the Tags panel on the right
  3. Select an existing tag from the dropdown and click +
  4. Or create a new tag with a custom name and color
  5. Click X on any tag to remove it
Time Tracking
Complaint/TimeLogAPI.ashx
Log time spent on each ticket in minutes. Tracks who logged time, when, and what they did. Shows total time per ticket for billing and productivity analysis.
Why: Without time tracking, you cannot calculate cost-per-ticket, bill clients accurately, or measure engineer productivity.
  1. Open any ticket detail page
  2. Find the Time Tracked panel on the right
  3. Enter minutes and a note describing what was done
  4. Click Log to record the time entry
  5. Total time is displayed at the top of the panel
Agent Collision Detection
Complaint/CollisionAPI.ashx
Real-time detection when multiple agents are viewing the same ticket simultaneously. An amber banner shows "X is also viewing this ticket" to prevent duplicate work.
Why: Without collision detection, two engineers may work on the same ticket independently, wasting time and causing conflicting updates.
  1. Open any ticket detail page
  2. If another agent opens the same ticket, both see an amber banner
  3. The banner shows who else is viewing the ticket
  4. Updates every 15 seconds automatically
Ticket Merge & Link
Complaint/TicketLinkAPI.ashx
Link related tickets (related, duplicate, parent/child) and merge duplicate tickets. Merging closes the duplicate and links it to the primary ticket with a full audit trail.
Why: Duplicate tickets are inevitable when multiple people report the same issue. Merging prevents wasted effort and keeps the ticket queue clean.
  1. Open any ticket detail page
  2. Find the Linked Tickets panel on the right
  3. Search for a ticket by number or keyword
  4. Select link type (Related, Duplicate, Parent, Child) and click +
  5. To merge: click Merge Duplicate and enter the duplicate ticket ID
Split Ticket
Complaint/TicketLinkAPI.ashx
Split a single ticket that contains multiple issues into two separate tickets. The new ticket copies the customer, category, priority, and site from the original. Both tickets are linked with a "split" relationship for traceability.
Why: When a customer reports two unrelated problems in one ticket (e.g., cracked screen + password reset), each issue needs a different engineer. Splitting lets each sub-issue be tracked, assigned, and resolved independently without bouncing one ticket between teams.
  1. Open the ticket that contains multiple issues
  2. In the Linked Tickets panel, click Split Ticket
  3. Enter a subject and description for the new ticket
  4. Confirm the split —a new ticket is created with the same customer, category, and priority
  5. Both tickets are linked with type "split" and timeline entries are added to both
  6. Assign the new ticket to the appropriate engineer
@Mentions in Notes
Complaint/MentionAPI.ashx
Type @ in the internal notes field to mention a team member. A dropdown shows matching users. The mentioned person receives an instant in-app notification with a link to the ticket.
Why: When you need a specific person's input on a ticket, @mentioning them is faster than sending a separate message or email, and it keeps the context within the ticket.
  1. Open any ticket and go to the Add Note field
  2. Type @ to see all team members, or @nam to filter
  3. Use arrow keys or click to select a person
  4. The mentioned user gets a notification linking to the ticket
Service Catalog
Complaint/ServiceRequest.aspx
A browsable catalog of IT services (New Laptop, Software Install, Access Request, etc.) with custom forms per service. Submitting a request auto-creates a ticket with all details pre-filled.
Why: Instead of writing free-text descriptions, users pick from structured request types with guided forms. This standardizes requests, reduces back-and-forth, and enables automatic routing.
  1. Go to Helpdesk > Service Catalog
  2. Browse or search services, filter by category
  3. Click Request on any service
  4. Fill in the custom form fields and submit
  5. A ticket is auto-created with all details
  6. Admin manages catalog items via Administration > Service Catalog
CSAT Survey (Per-Ticket)
Complaint/CSATSurvey.aspx
After a ticket is resolved, a unique survey link is generated. Customers rate their satisfaction on a 1-5 emoji scale with optional comments. Results are tracked per ticket and per agent.
Why: Per-ticket CSAT gives granular feedback on every interaction, not just overall NPS. It helps identify specific issues and reward individual engineer performance.
  1. CSAT survey links are generated automatically when tickets are resolved
  2. Customer opens the link (no login required)
  3. Rates satisfaction with emoji buttons (1-5)
  4. Optionally adds a comment
  5. Results are stored and linked to the ticket
Inventory & IT Assets
Asset lifecycle, QR tracking, subscriptions & transfers
8 features
Why This Module?

Organizations lose track of IT assets, miss software renewal dates, and have no visibility into who has which equipment. This module provides complete lifecycle management —from procurement to disposal —with QR code tracking, transfer approvals, and subscription monitoring so nothing slips through.

IT Inventory
Inventory2/List.aspx
Complete register of all IT assets (laptops, desktops, servers, printers, etc.) with details like serial number, purchase date, warranty, location, assigned user, and current condition.
Why: Knowing exactly what assets you own, where they are, and who is using them is critical for budgeting, security compliance, and operational planning.
  1. Go to Inventory > IT Inventory
  2. Browse or search the asset list
  3. Click any asset to see full details, history, and assigned user
  4. Use Add Asset to register a new item
  5. Use Import for bulk asset upload from Excel
QR Code Scanner
Inventory2/QRScan.aspx
Scan QR codes on physical assets using your phone or webcam to instantly pull up the asset's full details —location, assigned user, maintenance history, and warranty status.
Why: During audits or site visits, physically locating and identifying assets is time-consuming. QR codes provide instant identification —scan and know everything about the asset in seconds.
  1. Go to Inventory > QR Scanner
  2. Allow camera access when prompted
  3. Point the camera at the asset's QR code label
  4. The system instantly shows the asset details
  5. QR labels can be printed from any asset's detail page
Subscriptions & Licenses
Inventory2/Subscriptions.aspx
Track all software subscriptions, SaaS licenses, domain renewals, and SSL certificates with expiry dates, renewal costs, and auto-alert notifications before they expire.
Why: Missed software renewals can cause service disruptions (expired SSL = website down, expired antivirus = security risk). Proactive tracking prevents costly surprises.
  1. Go to Inventory > Subscriptions
  2. Add subscriptions with vendor, cost, and expiry date
  3. The system sends automatic alerts 30/15/7 days before expiry
  4. View the dashboard for upcoming renewals
  5. Track renewal history and cost trends
Asset Transfers
Inventory2/TransferList.aspx
Manage the movement of assets between locations, departments, or users with a formal request-and-approval workflow. Full audit trail of every transfer.
Why: Without transfer tracking, assets go missing when employees move between offices or departments. This creates accountability and a clear chain of custody.
  1. Go to Inventory > Asset Transfers
  2. Click New Transfer Request
  3. Select the asset, destination, and reason
  4. Submit for approval
  5. Approver reviews and accepts/rejects the transfer
  6. Once approved, the asset's location is automatically updated
Asset Register
Asset/List.aspx
Formal asset register with depreciation tracking, category classification, and compliance reporting for finance and audit requirements.
Why: Finance teams need an accurate asset register for depreciation calculations, tax reporting, and audit compliance. This feature bridges IT operations with financial requirements.
  1. Go to Inventory > Asset Register
  2. View assets with their book value and depreciation status
  3. Filter by category, location, or department
  4. Export for audit or finance reporting
Password Vault
Inventory2/Passwords.aspx
Securely store and manage shared credentials for servers, services, Wi-Fi, vendor portals, and other IT resources. Access-controlled so only authorized users can view passwords.
Why: IT teams share many credentials. Storing them in spreadsheets or chat messages is a security risk. A centralized, access-controlled vault keeps credentials safe and auditable.
  1. Go to Inventory > IT Inventory and access the Passwords section
  2. Add credentials with service name, username, password, and notes
  3. Set access permissions (who can view/edit)
  4. Passwords are masked by default —click to reveal
Asset Disposal & Scrap
Inventory2/Disposal.aspx
Formal disposal workflow for end-of-life assets. Track scrap requests, approval status, disposal method, and maintain compliance records.
Why: Disposing of IT equipment without proper records creates compliance risks (data security, environmental regulations). This ensures proper documentation of every disposed asset.
  1. Select an asset and initiate a disposal request
  2. Choose disposal reason and method
  3. Submit for approval
  4. Once approved, the asset is marked as disposed in the register
Bulk Import & Export
Inventory2/Import.aspx
Import assets in bulk from Excel files and export your complete inventory to Excel for offline analysis, reporting, or migration.
Why: When onboarding the portal or receiving a large batch of equipment, manually entering hundreds of assets is impractical. Bulk import saves hours of data entry.
  1. Go to Inventory > IT Inventory and click Import
  2. Download the Excel template
  3. Fill in asset data following the template format
  4. Upload the file and review the preview
  5. Confirm to import all records
Stock & Spare Parts
Product inventory, stock movements, spare parts & rentals
4 features
Why This Module?

Service teams need spare parts to fix issues. Without stock tracking, engineers arrive at site without the right part, or spare parts are ordered too late. This module ensures stock levels are visible, transactions are recorded, and rental equipment is tracked.

Products Master
Inventory/Products.aspx
Maintain a master catalog of all products, consumables, and spare parts with SKU, category, unit price, minimum stock level, and vendor details.
Why: A centralized product catalog prevents duplicate entries, standardizes naming, and enables stock-level alerts when items run low.
  1. Go to Inventory > Products
  2. Click Add Product to create a new item
  3. Fill in name, category, SKU, price, and minimum stock level
  4. Products are then available for stock transactions and spare part usage
Stock Transactions
Inventory/Transactions.aspx
Record stock-in (purchases, returns) and stock-out (issued to engineer, used on ticket) movements. Maintains running balance with full transaction history.
Why: Without transaction records, stock discrepancies are undetectable. This creates accountability —every item in/out is tracked with who, when, why, and for which ticket.
  1. Go to Inventory > Stock Transactions
  2. Click Stock In to record a purchase or return
  3. Click Stock Out to issue items to an engineer or site
  4. Link transactions to specific tickets for traceability
  5. View running balance for any product
Spare Parts
SpareParts/Parts.aspx
Dedicated spare parts inventory with usage tracking linked to tickets and assets. Track which spare parts were used on which repair and for which customer.
Why: Spare parts are a significant cost. Tracking usage per ticket and per customer helps with cost allocation, warranty claims, and budgeting for future spare part purchases.
  1. Go to Inventory > Spare Parts
  2. View available stock and usage history
  3. When resolving a ticket, add spare parts used from this page
  4. The system links the part usage to the ticket and customer automatically
Rental Inventory
Inventory2/RentalList.aspx
Track equipment given on rent to customers —rental start/end dates, rental charges, current status, and return tracking.
Why: Rental equipment can easily go missing without tracking. This ensures every rented item has a return date, the customer is billed correctly, and overdue rentals are flagged.
  1. Go to Inventory > Rental Inventory
  2. Add a rental record with asset, customer, dates, and charges
  3. Monitor active rentals and upcoming returns
  4. System alerts for overdue returns
Sites & Maintenance
Customer sites, PM schedules, field engineering & mobile view
6 features
Why This Module?

When you manage multiple customer locations, you need to track which sites exist, what equipment is installed at each site, and schedule preventive maintenance. This module connects customers, sites, assets, and maintenance schedules into a unified workflow.

Sites Master
Admin/Sites.aspx
Register and manage all customer locations/sites with address, contact person, site type, and assigned service engineers.
Why: Multi-site customers need site-level tracking. When a ticket comes in, knowing which site it belongs to helps route it to the right engineer who covers that area.
  1. Go to Sites > Sites Master
  2. Click Add Site to register a new location
  3. Fill in site details, address, and assign engineers
  4. Link the site to a customer
Sites Inventory
CustomerInventory/List.aspx
Track what equipment is installed at each customer site. Links assets to specific locations for site-level asset visibility.
Why: When an engineer visits a site, they need to know what equipment is there. This avoids carrying wrong parts and enables accurate site-level reporting.
  1. Go to Sites > Sites Inventory
  2. Select a site to see all assets installed there
  3. Add or remove assets from the site inventory
Manage Sites
Customer/List.aspx
Customer management with parent-child hierarchy support. Manage customer details, contact persons, SLA agreements, and linked sites.
Why: Understanding customer hierarchy (parent company with branch offices) ensures correct SLA application and billing, and helps generate customer-level reports.
  1. Go to Sites > Manage Sites
  2. View the customer list and click to see details
  3. Add new customers with company info and contact details
  4. Set up parent-child relationships for corporate groups
PM Schedules
Maintenance/PMList.aspx
Create and manage Preventive Maintenance schedules for equipment. Set frequency (daily, weekly, monthly, quarterly), assign engineers, and track completion.
Why: Preventive maintenance reduces breakdowns by 25-30%. Without scheduled PM, equipment fails unexpectedly —causing downtime, emergency repairs, and higher costs.
  1. Go to Sites > PM Schedules
  2. Click Add Schedule
  3. Select the asset/equipment and maintenance type
  4. Set frequency (e.g., monthly) and assign an engineer
  5. The system auto-generates PM tasks on schedule
  6. Engineers get notified when PM is due
Mark PM Done
Maintenance/PMDone.aspx
Engineers mark preventive maintenance tasks as completed with notes, photos, and checklist items. Tracks on-time vs. overdue completion rates.
Why: Just scheduling PM is not enough —you need proof it was done. This creates accountability and a compliance record that the maintenance was actually performed.
  1. Go to Sites > Mark PM Done
  2. View pending PM tasks assigned to you
  3. Click a task, fill in completion notes and attach photos
  4. Mark as complete —the record is timestamped and logged
Mobile Field View
Engineer/Mobile.aspx
Mobile-optimized interface for field engineers. View assigned tickets, update status, add notes, and close tickets —all from a smartphone while on-site.
Why: Field engineers work from customer sites, not desks. A mobile-friendly view lets them update tickets in real-time without needing a laptop, keeping the system accurate.
  1. Open the portal URL on your mobile browser
  2. Navigate to Sites > Mobile Field View
  3. See your assigned tickets in a mobile-friendly layout
  4. Tap a ticket to update status, add notes, or close it
Contracts & AMC
Annual maintenance contracts, invoicing & renewal tracking
2 features
Why This Module?

AMC contracts are a primary revenue source for service companies. Missing a renewal means lost revenue. This module ensures every contract is tracked with renewal dates, service terms, and invoice history —preventing revenue leakage and ensuring service obligations are met.

AMC Contracts
Inventory/AMC.aspx
Create and manage Annual Maintenance Contracts with customer, contract period, service terms, covered assets, SLA levels, and auto-renewal settings.
Why: Contracts define your service commitments. Tracking them ensures you deliver what was promised, renew on time, and can prove compliance during disputes.
  1. Go to Inventory > AMC Contracts
  2. Click New Contract
  3. Select customer, contract period, and covered assets
  4. Define service terms and SLA levels
  5. System alerts before renewal dates
AMC Invoices
Finance/AMCInvoices.aspx
Generate, track, and manage invoices for AMC contracts. View payment status, overdue invoices, and revenue from contracts.
Why: Revenue tracking for contracts ensures timely billing. Overdue invoice alerts prevent cash flow gaps and help the finance team follow up on pending payments.
  1. Go to Finance > AMC Invoices
  2. View all contract invoices with payment status
  3. Generate new invoices for active contracts
  4. Track overdue payments and send reminders
Finance & Budget
OpEx/CapEx tracking, cost centers, approvals & budget roadmap
6 features
Why This Module?

IT departments need to manage budgets carefully. Without tracking, expenses go unnoticed until it is too late. This module provides full visibility into operational and capital expenditures, budget allocation by cost center, and approval workflows —helping organizations stay within budget and plan for the future.

OpEx & CapEx Tracking
Finance/OpexCapex.aspx
Track Operating Expenses (recurring costs like subscriptions, maintenance) and Capital Expenses (one-time purchases like servers, equipment) separately with category breakdowns.
Why: Finance and management need to distinguish between OpEx and CapEx for accounting, tax purposes, and budget planning. This categorization is a financial reporting requirement.
  1. Go to Finance > OpEx/CapEx
  2. Add expenses with amount, category, date, and OpEx/CapEx classification
  3. View spending trends and category breakdowns
  4. Compare actual vs. budgeted spending
Budget Overview
Finance/BudgetOverview.aspx
High-level budget dashboard showing total allocated vs. spent, remaining budget, department-wise breakdown, and monthly spending trends.
Why: Management needs a single-screen view of budget health. This helps catch overspending early and supports data-driven decisions about resource allocation.
  1. Go to Finance > Budget Overview
  2. View allocated vs. actual spend per department
  3. Check monthly burn rate trends
  4. Identify departments approaching budget limits
Cost Centers
Budget/CostCenters.aspx
Define cost centers (departments, projects, locations) and allocate budgets to each. All expenses are tagged to a cost center for accurate departmental reporting.
Why: Cost center accounting is essential for understanding which departments consume the most resources. It enables fair cost allocation and accountability at the department level.
  1. Go to Finance > Cost Centers (via Budget module)
  2. Create cost centers for each department or project
  3. Allocate annual budgets to each center
  4. All expenses tagged to a cost center roll up in reports
Budget Approvals
Budget/Approvals.aspx
Multi-level approval workflow for budget requests and expense claims. Approvers can review, approve, or reject requests with comments.
Why: Uncontrolled spending leads to budget overruns. An approval workflow ensures every significant expense is reviewed and authorized before money is spent.
  1. Submit a budget request from the Budget module
  2. Approvers receive notification of pending requests
  3. Go to Budget > Approvals to review pending items
  4. Approve or reject with comments
  5. Approved expenses are automatically reflected in the budget
Budget Alerts
Budget/Alerts.aspx
Configurable threshold alerts that notify stakeholders when spending reaches 75%, 90%, or 100% of the allocated budget for any cost center.
Why: By the time you realize you have overspent, it is too late. Proactive alerts at threshold levels give enough warning to adjust spending before hitting the limit.
  1. Go to Budget > Alerts
  2. Set threshold percentages for each cost center
  3. Choose who gets notified (email, in-app)
  4. Alerts trigger automatically when thresholds are crossed
Budget Roadmap
Budget/Roadmap.aspx
Visual timeline of planned initiatives with estimated costs, timelines, and dependencies. Helps plan future expenditures across financial years.
Why: IT budgets need forward planning. A roadmap connects spending to business initiatives, making it easier to justify budgets to leadership and plan procurement timelines.
  1. Go to Budget > Roadmap
  2. Add planned initiatives with timeline and cost estimates
  3. View the visual roadmap across quarters/years
  4. Use it for annual budget planning discussions
Vendors
Vendor registration, approvals, portal access & performance
4 features
Why This Module?

Many organizations outsource specialized work to third-party vendors. Managing vendor communication through emails and phone calls is chaotic. This module brings vendors into the portal with their own dashboard, ticket system, and performance tracking —creating transparency and accountability.

Vendor Master
Inventory2/Vendors.aspx
Register and manage vendors with company details, services offered, contact persons, and approval status. New vendor registrations go through an approval workflow.
Why: A centralized vendor directory with approval control ensures only vetted vendors can interact with your system. Prevents unauthorized vendors from accessing sensitive information.
  1. Go to Vendors > Vendor List
  2. Click Add Vendor or vendors can self-register
  3. Pending vendors appear in the approval queue
  4. Approve to grant them portal access
Vendor Portal & Dashboard
VendorPortal/Dashboard.aspx
Vendors get their own login and dashboard showing their assigned tickets, pending tasks, and performance metrics. They can only see data relevant to them.
Why: Giving vendors direct portal access eliminates back-and-forth emails. They see their tasks, update progress, and close tickets —all within the same system you use.
  1. Approved vendors log in with their credentials
  2. They see their dedicated dashboard with assigned tickets
  3. They can update ticket status and add notes
  4. All actions are logged for audit purposes
Vendor Tickets
VendorTickets/Create.aspx
Create and assign tickets specifically for vendor work (e.g., network cabling, AC maintenance, security systems). Track vendor response time and completion.
Why: Vendor work requests need the same tracking as internal tickets. Without it, vendor tasks are managed informally with no visibility into timelines or accountability.
  1. Go to Vendors > Create Vendor Ticket
  2. Select the vendor and describe the work required
  3. Set priority and deadline
  4. The vendor receives a notification and can respond in the portal
Vendor Performance
Reports/VendorPerformance.aspx
Analyze vendor performance with metrics like average response time, completion rate, SLA adherence, and customer feedback scores.
Why: Data-driven vendor evaluation helps with contract renewals. Poor-performing vendors can be identified and replaced, while good vendors can be rewarded with more work.
  1. Go to Reports > Vendor Performance
  2. Select date range and vendor (or view all)
  3. Review response times, completion rates, and SLA scores
  4. Export the report for vendor review meetings
Reports & Analytics
NPS, SLA compliance, ticket trends, engineer & customer reports, scheduled auto-email delivery
7 features
Why This Module?

You cannot improve what you do not measure. Reports provide the data needed to identify bottlenecks, reward top performers, justify headcount, and prove SLA compliance to customers. Every report is designed to answer a specific business question.

NPS Dashboard
Reports/NPSDashboard.aspx
Net Promoter Score dashboard showing overall NPS, promoter/detractor breakdown, trends over time, and individual response details.
Why: NPS is the industry standard for measuring customer loyalty. Tracking it helps predict customer retention and identifies areas where service quality needs attention.
  1. Go to Reports > NPS Dashboard
  2. View the overall NPS score and trend chart
  3. Drill down into individual responses
  4. Filter by date range, customer, or engineer
SLA Compliance Report
Reports/SLAReport.aspx
Measures SLA performance —response time adherence, resolution time adherence, breach counts, and breach root causes.
Why: SLA compliance is often a contractual obligation. This report proves you meet your commitments, and when breaches happen, helps identify the root cause to prevent recurrence.
  1. Go to Reports > SLA Report
  2. Select the date range
  3. View compliance percentages for response and resolution
  4. Click on breached tickets to see details and root causes
Ticket Trend Analysis
Reports/TicketTrend.aspx
Visualize ticket volume trends over time —daily, weekly, or monthly. Identify peak periods, seasonal patterns, and volume growth trends.
Why: Trend data helps with capacity planning. If ticket volume grows 20% each quarter, you know when to hire. Peak period analysis helps schedule staff effectively.
  1. Go to Reports > Ticket Trends
  2. Select the time period and grouping (daily/weekly/monthly)
  3. View the trend chart and data table
  4. Compare periods to identify growth or seasonal patterns
Engineer Performance
Reports/EngineerReport.aspx
Individual engineer metrics —tickets handled, average resolution time, SLA adherence, customer feedback scores, and workload distribution.
Why: Fair performance evaluation requires data. This report provides objective metrics for appraisals, training needs identification, and workload balancing across the team.
  1. Go to Reports > Engineer Report
  2. View the comparative table of all engineers
  3. Click an engineer to see their detailed metrics
  4. Export for use in performance reviews
Category Analysis
Reports/CategoryReport.aspx
Breakdown of tickets by category —shows which issue types are most common, their average resolution time, and trends per category.
Why: If "Network Issues" account for 40% of tickets, investing in network infrastructure may reduce overall ticket volume. Category data drives strategic decisions.
  1. Go to Reports > Category Report
  2. View the category-wise ticket distribution
  3. Identify top categories by volume and resolution time
  4. Use insights to prioritize infrastructure improvements
Customer Report
Reports/CustomerReport.aspx
Customer-wise breakdown of ticket volumes, SLA performance, satisfaction scores, and service cost. Helps identify high-maintenance customers and service quality per account.
Why: Not all customers are equal. This report reveals which customers generate the most tickets (and cost), supporting contract pricing decisions and resource allocation.
  1. Go to Reports > Customer Report
  2. View customer-wise ticket counts and SLA scores
  3. Compare service costs across customers
  4. Use for contract renewal pricing discussions
Scheduled Auto-Email Reports
Admin/ScheduledReports.aspx
Configure any of the 5 reports (SLA, Trend, Engineer, Category, Customer) to be automatically generated and emailed to recipients on a Daily, Weekly, or Monthly schedule. Each schedule has its own date range, recipient list, CC list, subject/body templates, Excel attachment toggle, and HTML summary embedded directly in the email body. A background service checks every minute for due schedules and delivers them using the portal's own SMTP settings — zero external dependencies, zero cron jobs to manage on the server.
Why: Leaders and customers should not have to log in daily to pull the same report. Push the data to their inbox on the cadence they need. This drives accountability (weekly SLA summary to customers), transparency (monthly trend to management), and saves hours of manual report generation every week. Every schedule is fully configurable from the UI — no developer intervention is ever needed for a new client.
  1. Go to Admin > Scheduled Reports (requires reports.schedule.manage permission)
  2. Enter a schedule name, pick a report type and frequency
  3. For weekly pick the day; for monthly pick a day (1–28)
  4. Set the send time (server local time) and the date range window
  5. Enter one or more recipients (comma-separated), optional CC list
  6. Optionally override the subject/body using tokens: {Title}, {Period}, {Company}, {Count}, {Date}
  7. Choose whether to attach the Excel file and/or embed the table in the body
  8. Save — the next run time is shown immediately
  9. Use the Send Now button to test delivery without waiting
  10. Review the Execution Log to confirm status, record count, duration, and any errors
Administration & Settings
Users, roles, branding, integrations, security, compliance & monitoring
23 features
Why This Module?

Administration is the backbone of the portal. It controls who can access what, how the portal looks, what integrations are active, and all system-level configurations. Only SuperAdmins should have full access to this module.

User Management
Admin/Users.aspx
Create, edit, activate, and deactivate user accounts. Assign roles, set departments, and manage login credentials for all portal users.
Why: Centralized user management ensures only authorized people access the portal. Quick deactivation when employees leave prevents security gaps.
  1. Go to Administration > Users
  2. Click Add User to create a new account
  3. Fill in name, email, role, and department
  4. Set initial password or enable self-registration
  5. Deactivate users who no longer need access
Roles & Permissions
Admin/Roles.aspx
10 built-in roles (SuperAdmin, Manager, Engineer, SiteEngineer, HelpdeskAgent, Finance, Auditor, CompanyAdmin, CompanyUser, Vendor) with 95+ granular permissions across all modules. Create custom roles with fine-grained control over which pages, actions, and data each role can access.
Why: The principle of least privilege — users should only have access to what they need. Built-in roles cover 90% of use cases out of the box. Custom roles handle the remaining 10% without any code changes.
  1. Go to Administration > Roles
  2. View built-in roles: SuperAdmin, Manager, Engineer, SiteEngineer, HelpdeskAgent, Finance, Auditor, CompanyAdmin, CompanyUser, Vendor
  3. Click Add Role to create a custom role, or edit an existing one
  4. Toggle individual permissions on/off for each module (95+ permissions available)
  5. Assign the role to users via User Management
Access Denied Page
AccessDenied.aspx
Professional permission-denied page that shows when a user tries to access a page they don't have permission for. Displays their name, role, the page they tried to access, and the specific permission required. Includes instructions on how to request access from their administrator.
Why: Instead of silently redirecting to the Dashboard (leaving users confused), the Access Denied page clearly explains what happened, why, and how to get access. This reduces support calls and makes the permission system transparent.
  1. When a user without the required permission tries to access a page, they see the Access Denied screen
  2. The page shows: their name, their role, the page they tried to access, and the missing permission key
  3. A help box explains how to request access from the administrator
  4. Two buttons: Go Back (previous page) and Dashboard (home)
User Groups
Admin/Groups.aspx
Organize users into groups (e.g., "Network Team", "Hardware Team") for easier ticket assignment, escalation routing, and notification management.
Why: Groups simplify management —assign tickets to a group instead of an individual, set up group-based escalation rules, and send notifications to entire teams at once.
  1. Go to Administration > Groups
  2. Create groups by team or function
  3. Add members to each group
  4. Use groups in auto-assign rules and escalation rules
Portal Branding
Admin/Branding.aspx
Customize the portal appearance —upload company logo, set brand colors, configure the portal name, and manage SMTP email settings for outbound notifications.
Why: A branded portal looks professional and builds trust with customers who access it. SMTP configuration ensures email notifications (ticket updates, alerts) are delivered.
  1. Go to Administration > Branding
  2. Upload your company logo
  3. Set portal name and brand colors
  4. Configure SMTP settings for email delivery
  5. Test email delivery with the built-in test button
Business Hours
Admin/BusinessHours.aspx
Define working hours and holidays. SLA calculations exclude non-working hours —so a ticket created Friday at 5 PM does not count weekend hours toward the response time.
Why: Accurate SLA measurement requires knowing when your team works. Without business hours, SLA calculations are unfairly inflated by nights and weekends.
  1. Go to Administration > Business Hours
  2. Set working hours for each day of the week
  3. Add holidays and non-working days
  4. SLA timers automatically pause outside these hours
Knowledge Base
KnowledgeBase/List.aspx
Create and publish help articles, FAQs, and troubleshooting guides. Customers and engineers can search for solutions before creating tickets —reducing ticket volume.
Why: A well-maintained knowledge base can deflect 20-40% of tickets. Customers find answers themselves, and engineers resolve issues faster by referencing documented solutions.
  1. Click the Knowledge Base icon in the top bar
  2. Browse articles by category or search by keyword
  3. To create a new article, click New Article
  4. Write the solution with rich text formatting
  5. Publish to make it visible to customers and engineers
Article Feedback / Rating
KnowledgeBase/FeedbackAPI.ashx
Readers can rate KB articles as helpful or not helpful with optional comments. Helpfulness percentage is shown on the article list page, helping admins identify articles that need improvement.
Why: Without feedback, you do not know if articles are actually helping users. Low-rated articles need rewriting; high-rated ones can be promoted. Data-driven content improvement.
  1. Open any KB article
  2. Scroll to the bottom to see "Was this article helpful?"
  3. Click thumbs up or thumbs down
  4. Optionally add a comment explaining why
  5. On the KB list page, see helpfulness % per article
WhatsApp Integration
WhatsApp/Config.aspx
Connect WhatsApp Business API to send ticket notifications, status updates, and alerts directly to customers and engineers via WhatsApp. Supports templates and message logs.
Why: WhatsApp has 95%+ open rates vs. 20% for email. Critical notifications like SLA breaches, ticket updates, and PM reminders reach people faster via WhatsApp.
  1. Go to Administration > WhatsApp Config
  2. Enter your WhatsApp Business API credentials
  3. Create message templates for common notifications
  4. Enable WhatsApp notifications for ticket events
  5. View sent message logs for delivery tracking
Email-to-Ticket (Auto)
App_Code/EmailPoller.cs
Automatically polls a designated email inbox and converts incoming emails into helpdesk tickets. Detects customer, categorizes the issue, and assigns it using auto-assign rules.
Why: Many customers prefer emailing their issues. Without email-to-ticket conversion, someone has to manually read emails and create tickets —wasting time and risking missed requests.
  1. Configure the support email inbox in Administration > Branding (SMTP/IMAP settings)
  2. The system polls the inbox at regular intervals
  3. New emails are automatically converted to tickets
  4. Customer is matched by email address
  5. Category is auto-detected using AI/keyword matching
Notification System
Notification/List.aspx
Centralized notification hub —in-app notifications, email alerts, and WhatsApp messages for all events (ticket updates, SLA breaches, PM due, budget alerts, subscription expiry).
Why: Users miss important events without notifications. A multi-channel notification system (in-app + email + WhatsApp) ensures critical information reaches the right person at the right time.
  1. Click the bell icon in the top bar to see recent notifications
  2. Go to Notifications for the full list
  3. Click any notification to go to the related page
  4. Notifications are sent automatically based on system events
License Management
Admin/LicenseInfo.aspx
View current license status, tier, allowed modules, expiry date, and activation details. SuperAdmins can validate, activate, or change the license key from here.
Why: License status directly controls which modules are accessible. This page provides full transparency into your license details and a way to manage activation.
  1. Go to Administration > License Info
  2. View current tier, expiry, and allowed modules
  3. Click Validate License to check with the license server
  4. Enter a new license key if you received one from AVGN Infotech
Customer Self-Service Portal
Customer/SelfService.aspx
Customers can log in and see their own tickets, create new complaints, track resolution progress, give feedback, and access the knowledge base —all without calling support.
Why: Self-service reduces support team workload by 30-50%. Customers get instant visibility into their tickets 24/7, improving satisfaction and reducing "status check" calls.
  1. Customers register or receive login credentials from admin
  2. They log in and see their personalized dashboard
  3. They can create tickets, track status, and provide feedback
  4. Knowledge base articles help them solve common issues themselves
Live Chat Widget
Chat/ChatAPI.ashx
A floating chat bubble on every page allowing real-time messaging between customers and agents. Messages are stored in the database and conversations can be reviewed later.
Why: 18 of the top 20 helpdesk platforms have live chat. Customers expect instant support. Chat reduces ticket volume by resolving simple questions in real-time.
  1. Click the blue chat bubble in the bottom-right corner of any page
  2. Type a message and press Enter or click Send
  3. Messages are delivered in real-time (3-second polling)
  4. Agents see incoming chats and can respond from any page
  5. Chat history is preserved across sessions
Two-Factor Authentication (2FA)
Admin/SecuritySettings.aspx
TOTP-based two-factor authentication compatible with Google Authenticator, Microsoft Authenticator, and Authy. Optional per-user, adds a 6-digit code verification step after password login.
Why: Passwords alone are not enough. 2FA prevents unauthorized access even if a password is compromised. It is a security baseline for enterprise software in 2026.
  1. Click your profile (top-right) and select Security (2FA)
  2. Click Enable Two-Factor Authentication
  3. Scan the QR code with your authenticator app
  4. Enter the 6-digit code to verify and activate
  5. Next login will require your password + authenticator code
  6. To disable: enter current code on the same page
Webhooks
Admin/Webhooks.aspx
Register HTTP webhook URLs that receive POST notifications on ticket events (created, updated, resolved, assigned). Supports HMAC-SHA256 signature verification and delivery logging.
Why: Webhooks enable integration with any external system (Slack, Microsoft Teams, custom CRM, billing) without building custom connectors. It is the standard way modern platforms communicate.
  1. Go to Administration > Webhooks
  2. Click Add Webhook
  3. Enter name, URL, optional HMAC secret, and events to subscribe to
  4. Events: ticket.created, ticket.updated, ticket.resolved, etc.
  5. The portal sends a JSON POST to your URL on each event
  6. Delivery status is logged for troubleshooting
Audit Log
Admin/AuditLog.aspx
Complete audit trail of who did what, when, and from which IP address. Tracks logins, ticket changes, assignments, exports, and all administrative actions.
Why: Audit logs are a compliance requirement for enterprise software. They provide accountability, help investigate incidents, and are essential for security audits.
  1. Go to Administration > Audit Log
  2. Filter by module (Ticket, User, Login), action, user, or date range
  3. Search by ticket number, user name, or details
  4. View timestamped entries with IP addresses
  5. Audit entries are created automatically for all key actions
Enterprise License Protection
Built-in (v2026.4.1)
Advanced software license enforcement with cryptographic validation, tamper detection, and automated integrity monitoring. Ensures only authorized deployments can operate the portal.
Why: Protects intellectual property for on-premises deployments. Enterprise clients and SaaS vendors require robust license enforcement to prevent unauthorized usage and ensure compliance.
  1. License key is activated by SuperAdmin from Admin > Portal Settings
  2. Portal validates the license with the central AVGN License Server
  3. Cryptographic signatures ensure license authenticity cannot be forged
  4. Automatic offline grace period for temporary network interruptions
  5. Module-level access control based on license tier (Basic / Standard / Premium / Enterprise)
  6. License status is displayed on the Dashboard and Admin panel
System Integrity Monitoring
Built-in (v2026.4.1)
Continuous runtime integrity monitoring that detects unauthorized modifications to the application. Automatically locks the portal if tampering is detected, protecting both the vendor and the client.
Why: On-premises deployments run on client-managed servers where multiple teams may have access. Integrity monitoring ensures the application has not been altered, maintaining security and reliability for all users.
  1. Integrity checks run automatically in the background — no configuration needed
  2. If tampering is detected, the portal displays a clear error message
  3. Contact AVGN Infotech support to resolve any integrity issues
  4. All integrity events are logged for security audit purposes
Privacy & GDPR Compliance
Admin/PrivacyDashboard.aspx
GDPR compliance tools: Data Export (download all user data as JSON), Data Deletion (anonymize user data while preserving business records), and Consent tracking. Full request lifecycle management.
Why: GDPR is a legal requirement for companies with EU customers. Without these tools, the product cannot be sold to enterprises that need to comply with data privacy regulations.
  1. Go to Administration > Privacy & GDPR
  2. Select a user and choose Data Export or Data Deletion
  3. For Export: click Download to get a JSON file with all user data
  4. For Deletion: click Anonymize to replace personal data with generic values
  5. All requests are tracked with status (Pending/Completed/Rejected)
Agent Workload Dashboard
Admin/AgentDashboard.aspx
Real-time dashboard showing all agents with online/away/offline status, open ticket count, resolved today, average resolution time, SLA compliance, and workload level. Auto-refreshes every 30 seconds.
Why: Managers need visibility into team workload to balance assignments, identify overloaded agents, and ensure SLA targets are met across the team.
  1. Go to Administration > Agent Workload
  2. View agent cards with real-time status and metrics
  3. Sort by Name, Open Tickets, SLA %, or Status
  4. Check workload bars (Low/Medium/High) for quick assessment
  5. Use for assignment decisions and team standup meetings
Sidebar Customization
Site.Master
Customize the sidebar appearance with 24 professional themes (including industry-matched: ServiceNow, Freshdesk, Jira, Zendesk), custom color picker, and adjustable font size. Settings saved per-browser.
Why: Personalization improves user experience. Different organizations prefer different visual styles. Theme options make the portal feel like their own product.
  1. Click the palette icon in the sidebar bottom bar
  2. Adjust font size with A-/A+ buttons
  3. Pick a preset theme from the dot swatches
  4. Or use the custom color picker for any color
  5. Click Save to persist settings
  6. Click Default to revert to original theme
User Guide
Admin/UserGuide.aspx
Interactive step-by-step training manual covering all 10 modules with "How to Use" tutorials, searchable content, and practical examples. New employees can onboard themselves by following along.
Why: Documentation is useless if nobody reads it. The User Guide is designed as a hands-on tutorial — open it side by side with the portal and follow the steps. Reduces training time from days to hours.
  1. Go to Administration > User Guide or click the book icon in sidebar
  2. Browse the Table of Contents to find the module you need
  3. Click a module to expand its tutorials
  4. Follow the step-by-step tables — each step tells you exactly what to click and what you will see
  5. Use the search bar at the top to find specific tutorials by keyword
In-App Onboarding Tour
Site.Master (built-in)
Guided step-by-step tour that automatically appears for first-time users. Highlights key areas of the portal with tooltips, spotlight effects, and role-specific content. SuperAdmins see 8 steps, Engineers see 5, Customers see 4, Vendors see 3.
Why: 80% of users never read documentation. The onboarding tour teaches them while they are using the product — reducing training time from hours to 60 seconds. Can be restarted anytime from the profile menu.
  1. First-time users see a welcome popup on the Dashboard: "Let us show you around in 60 seconds"
  2. Click Start Tour to begin the guided walkthrough
  3. Each step highlights a part of the screen with a spotlight and tooltip explanation
  4. Navigate with Next / Back buttons or Skip to exit
  5. Tour is role-specific — each role sees only the features relevant to them
  6. To restart anytime: click your profile name > Restart Tour
Portal Settings
Admin/ClientSettings.aspx
Centralized configuration for regional settings (currency, timezone, date format), integrations (Teams, Slack, WhatsApp), portal behaviour (feature toggles, upload limits, session timeout), and notification preferences. All settings are dynamic — zero hardcoded values.
Why: Every client has different requirements — a UAE client needs AED currency and GST timezone, an Indian client needs INR and IST. Portal Settings lets each client configure everything from one page without any code changes.
  1. Go to Administration > Portal Settings
  2. Configure Regional: currency, timezone, date/time format, country
  3. Configure Reports: custom headers, footers, and PDF watermarks
  4. Configure Integrations: Teams, Slack, and WhatsApp webhook URLs
  5. Toggle Features: enable/disable 2FA, Live Chat, Knowledge Base, WhatsApp, registrations
  6. Set Notifications: choose which events trigger email/SMS alerts
  7. Click Save Settings — changes apply immediately to all users
AVGN Portal — Built by AVGN Infotech
For support, contact sales@avgninfotech.com | +91 98765 43210