Ticketing & Support Platform
Requests arrived through several channels and ended up in individual inboxes. Nothing carried an owner or a deadline, escalation depended on customer frustration, and recurring issues were never quantified.
- Project type
- Service desk
- Industry
- SaaS & IT services
- Domain
- Business
- Delivery
- Core desk, then knowledge base and AI assist
Technologies
- Next.js
- FastAPI
- PostgreSQL
- Redis
- LLM APIs
- Email ingest
- Channels
- Unified
- SLA handling
- Proactive
- AI assist
- Human-reviewed
These describe scope and architecture. We do not publish performance figures we cannot substantiate.
Business problem
Requests arrived through several channels and ended up in individual inboxes. Nothing carried an owner or a deadline, escalation depended on customer frustration, and recurring issues were never quantified.
Our approach
Every channel was normalised into one ticket model with SLA timers and explicit ownership. A retrieval layer over the knowledge base drafts replies for agents to review, keeping the human in the loop while cutting handling time on repeat questions.
Result
Requests are tracked from first contact to resolution with breach warnings before deadlines pass. Recurring root causes are now visible in reporting and can be addressed at source.
Key features
The capabilities that mattered most to the outcome.
- Omnichannel intake from email, web, chat and phone logs
- SLA timers with auto-assignment and escalation
- Customer portal and searchable knowledge base
- AI-drafted replies grounded in the knowledge base
- CSAT capture and root-cause reporting
Technologies used
Chosen for the requirement rather than by habit — we explain the trade-offs before building.
Your project would not necessarily use the same stack. We choose per requirement, and we will explain the reasoning before anything is committed.
Need something like this?
Tell us how your situation compares. We will outline what would carry over, what would differ, and what it would take to deliver.
Related work
Other systems in the same domain.
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Operations platform
Business Management Platform
Professional services
- Business problem
- Operations ran on a growing set of spreadsheets shared over email. Status was whatever the last person remembered, approvals happened in chat, and monthly reporting took several days of manual consolidation.
- Result
- Operations now run from one system with a live status view and an audit trail. Management reporting is generated from source records rather than rebuilt each month, and process knowledge lives in the software rather than in individual memory.
Key features
- Configurable modules for enquiries, projects, vendors and payments
- Maker-checker approval flows with delegation
- Role-based dashboards from executive summary to task level
- Java
- Spring Boot
- React
- PostgreSQL
- Docker
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Headless commerce
E-Commerce Application
Retail & D2C
- Business problem
- A hosted storefront could not express B2B price tiers alongside retail pricing, and plugin sprawl had pushed page load times to the point where mobile shoppers abandoned before the catalogue rendered.
- Result
- One storefront now serves both retail and trade customers with correct pricing for each. Product pages render fast on mid-range mobile devices, and the business owns its customer and order data outright.
Key features
- Catalogue with variants, bundles and customer-specific price lists
- Multi-warehouse inventory with reservation logic
- Payment gateway integration with retry and reconciliation
- Next.js
- Node
- PostgreSQL
- Redis
- Cloud storage
- +1 more
Business
Point of sale
Billing & POS System
Retail & pharmacy
- Business problem
- Peak-hour queues were driven by billing software that required mouse navigation for routine actions, and any internet interruption stopped sales entirely. Stock and sales data only reconciled at long intervals.
- Result
- Counters keep operating through network outages, billing is faster per transaction, and stock, sales and tax records agree by construction rather than by periodic reconciliation.
Key features
- Keyboard-first billing with barcode scanning
- Offline mode with automatic reconciliation on reconnect
- Configurable tax slabs and compliant invoice formats
- React
- FastAPI
- PostgreSQL
- Redis
- Linux
- +1 more
Have a Project in Mind? Let’s Build It.
Tell us what your business needs. We scope the solution, recommend the right architecture and give you a clear plan — design, build, deploy, maintain and grow.