INTERNAL TOOL
Enterprise Helpdesk & Ticket Management System
Centralized ticketing with automated routing and SLA tracking — cutting average resolution time by 35% across 4 internal teams.
Representative interface preview
The Challenge
No centralized ticketing surface across internal teams
Manual routing slowing response and ownership handoff
Weak SLA visibility and tracking
Longer-than-needed average resolution times
Fragmented ownership across 4 internal teams
The Approach
Centralized ticket intake for four internal teams
Defined automated routing rules by request type and team ownership
Added SLA tracking into the ticket lifecycle
Shipped dashboards for resolution visibility
Aligned backend services with the NestJS / PostgreSQL stack
The Solution
Centralized ticket management across 4 internal teams
Automated routing to reduce manual handoffs
SLA tracking throughout the ticket lifecycle
Backend services aligned with NestJS / PostgreSQL enterprise stack
Operational visibility into open and resolved tickets
Technical Implementation
Implementation
Centralized ticketing for four internal teams
Automated routing based on ownership rules
SLA tracking for open and in-progress tickets
Operational visibility into resolution performance
The Results
Project Showcase
A visual journey through the development process
Technologies Used
Built with modern, scalable technologies
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