Návrh a implementace aplikace pro podporu helpdesk

This bachelor's thesis focuses on the design, implementation, and validation of a helpdesk support application for small organizations and startups. The theoretical part examines the specifics of helpdesk management in small-business environments, identifies common operational problems arising from informal support practices, and compares available solution approaches — commercial tools, open-source alternatives, and custom development. Based on this analysis, custom development is selected as the most suitable approach for the target environment. The practical part defines application requirements in accordance with the ISO/IEC/IEEE 29148 standard, proposes the software, data, and technological architecture, and documents the implementation using a SvelteKit and Supabase technology stack. The resulting application covers ticket management, an email pipeline, SLA tracking, notifications, and full-text search, and supports both self-hosted and managed cloud deployment from a single codebase. Functionality was verified through nineteen test scenarios and a pilot deployment at Green Panda s.r.o., which confirmed the application's readiness for production use in a small IT company.