Business OperationsMedium system

Helpdesk & Ticketing System

A support inbox that turns emails and form submissions into trackable tickets with assignment, SLAs, and a knowledge base. For teams that need organized support without per-agent SaaS pricing.

Typically bought by: Customer support teams, internal IT departments, property managers, and SaaS/e-commerce businesses handling recurring inquiries

Standard features

Always included in the base price. Every one is built, tested and delivered working.

Ticket creation from email and web form
Ticket queue with status, priority, and category
Agent assignment and internal notes
Canned responses and reply templates
SLA rules with due times and breach alerts
Customer-facing ticket portal with history
Knowledge base with categorized articles
Tags and saved filters
Automation rules (auto-assign, auto-categorize)
CSAT rating on ticket close
Reports (volume, first response, resolution time, agent load)
Role-based access for agents and admins

Popular custom additions

Quoted per feature in the configurator — $50 simple, $150 moderate, $300 complex.

WhatsApp/Messenger/live-chat channel intake
Asset or order lookup inside the ticket view
Field-technician dispatch from tickets
AI-suggested replies from the knowledge base
Multi-brand portals from one backend
Escalation matrix specific to the org chart

Tech stack

Frontend: Next.js + Tailwind CSS
Backend: Node.js API with email ingestion worker
Database: PostgreSQL (Neon)
Integrations: Inbound/outbound email (IMAP/SendGrid), Slack/Teams alerts, WhatsApp Business API (optional), CRM/order system lookup