Ticket Management System

The Challenge

A large organization with multiple subsidiaries struggled with fragmented support processes. Requests came in via email, phone, and various legacy tools, making it impossible to track performance or ensure timely responses.

The Solution

We developed a centralized Ticket Management System that acts as a single point of truth for all support requests. It aggregates tickets from various sources and routes them to the correct department.

Key Features

• Multi-Channel Ingestion: Automatically creates tickets from emails and API calls.
• Smart Routing: Assigns tickets based on keywords, sender, and priority.
• SLA Tracking: Monitors response times and alerts managers to potential breaches.
• Role-Based Access: Ensures users only see data relevant to their department.

The Results

• Improved Response Times: Average resolution time dropped by 40%.
• Better Visibility: Management now has real-time dashboards showing support load.
• Standardized Processes: All subsidiaries now follow the same support workflows.

Technologies Used

To ensure scalability and security, we built this project using a modern tech stack:

• Frontend: Phoenix LiveView for real-time interactivity without complex JS
• Backend: Elixir for high concurrency and fault tolerance
• Database: PostgreSQL for reliable data persistence

Facing a similar challenge? Contact us to discuss your project