The Employee can easily fill the details like subject of the ticket , description of it and against which department they want to raise the ticket.

Agent or Support Manager will login into the portal and they can view the tickets which are raised against their department.
Agent or Support Manager will assign the ticket to themselves and update the ETA to complete the processing.

After assignment of the ticket assigned to and ETA fields will get readonly. Agent can have option to put the ticket onhold or can ask for need approval from Employee Manager and can close the ticket after completion of the processing.
Reporting Mangers can view the ticket which came for their approval and they will have the access to Approve or Reject the ticket.

For every state change, the tracking will be updated.
For every state change, an email will be triggered to respective users.