Support Inbox

A small team answered customer support from a shared personal mailbox. Two people would reply to the same message, other messages sat unanswered because everyone assumed someone else had it, and there was no way to see what kinds of problems customers were reporting most.

I built a ticketing inbox with a React front end and a NestJS API on PostgreSQL. Incoming requests become tickets that can be tagged, assigned, and prioritized, agents reply from the inbox with canned responses for common questions, and each ticket shows its full history. A simple reporting view breaks tickets down by tag and resolution time.

Every request has an owner and a status, duplicate replies stopped, and the team can see which issues come up most and fix the root causes. Support became something the team runs deliberately instead of reactively.