Client Challenge
Where they were stuck
- Legacy helpdesks are bloated and expensive per seat.
- SLA breaches are noticed only after the customer complains.
- Reports don't match how the team actually works.
Case Studies
Support / OpsSoftwareConcept Case Study
Customer Support Ticket Management System
A calm, opinionated helpdesk that keeps SLA promises without burning the team out.
Industry
Support / Ops
Category
Software
Timeline
6 weeks (concept build)
Services
4 disciplines
Project Overview
The engagement
A concept helpdesk built for teams frustrated by heavyweight tools — email, WhatsApp and web widgets into one queue, with SLAs, macros, escalations and honest reporting.
Our Solution
What we built
- Unified inbox across channels with a clean conversation view.
- SLA engine with proactive breach alerts.
- Macros, templates and shared drafts.
- Reports built around cohorts, categories and outcomes.
Development Process
How the work unfolded
01
Discovery
Framed the problem, mapped the workflow and defined success from day one.
02
Blueprint
Sketched the architecture, data model and user journeys end to end.
03
Build
Shipped in weekly increments with production-quality code from the first commit.
04
Launch
Migrated data, trained the team and cut over with a safety net in place.
05
Optimise
Measured, tuned and hardened until the system felt effortless to run.
Technology Stack
Next.jsPostgreSQLRedisSendGridTwilio
Services Provided
HelpdeskSLA EngineIntegrationsReporting
Key Features
What shipped
- Round-robin and skill-based routing
- Internal notes and mentions
- Customer-side status page
- CSAT and NPS collection
- API-first for automations
Before vs After
The shift
Before
Heavyweight legacy tool
After
Focused, fast helpdesk
Before
SLA breaches noticed late
After
Proactive breach alerts
Before
Vanity reports
After
Reports the team actually uses
Results
The outcome they feel every day
Reliable SLAs
Breaches are surfaced before customers feel them.
Calmer teams
Structured queues and macros reduce cognitive load.
Better decisions
Reports show which categories need product fixes, not more agents.
"A helpdesk that treats support as a craft, not a call-centre metric factory."
INTILEQ Studio
Concept walkthrough
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