I need a lightweight, browser-based tool that lets a team of about twenty people open, assign, and resolve support tickets without ever touching a spreadsheet again. Every ticket must trigger an email notification when its state changes, and those states need to be fully customizable so we can mirror our in-house terminology rather than the usual “open / in progress / closed” pattern. Because our hierarchy isn’t one-size-fits-all, the application has to support truly customizable roles and permissions—not just the typical Admin-Manager-User split—so I can decide exactly who can edit, comment, or merely view specific ticket queues. Clear insights matter as much as workflow, so I’ll need a built-in reporting and analytics section where I can filter by date range, assignee, status, and export summaries to CSV or PDF. Basic charts for volume over time and average resolution duration will help management spot trends. Deliverables (all items required for sign-off): • A responsive web application, ready for up to 20 concurrent users • Email notification engine tied to ticket events • Interface for creating and editing custom ticket statuses and user roles • Dashboard with filterable reports and downloadable analytics • Source code and deployment instructions suitable for our standard LAMP or Docker environment (please specify dependencies) I’m happy to answer any architecture questions you have once you’ve reviewed the scope; the goal is a clean, intuitive system that we can host on our own server and extend later if needed.