Support Desk is a web-based platform for organizing technical support and related service operations. The application connects tickets, customer and branch records, bug reports, documentation, site visits, and quality-management activities within a single administrative experience.
The project addresses an operational problem common to support teams: important context is often scattered between messages, spreadsheets, attachments, and individual employees. A shared application provides a more consistent place to manage work and understand its progress.
Requirements & Service Workflows
The system brings several connected workflows into one product, rather than treating support requests as isolated records. Tickets can be associated with customer and branch context, while bug reports have their own dedicated management and documentation experience.
The application also covers site visits, subscription and invoice-related administration, and operational reports. Designing these areas together required clear boundaries between their responsibilities while keeping navigation and day-to-day interactions consistent.
The focus was a practical operations workspace: capture a request, preserve its context, make progress visible, and provide supporting information without requiring staff to switch between unrelated tools.
Ticketing, Bugs & Customer Management
The platform has dedicated screens and API functionality for ticket creation, updates, assignment, status handling, activity logs, and attachments. Bug tracking is a separate workflow with issue details, notes, attachments, and reporting exports.
Customer records support individual branches, while related administrative features include documents, invoices, subscriptions, and site-visit records. Bringing this information into one platform makes it easier to understand the business context of a support issue without reducing every activity to a generic ticket.
Quality Assurance & ERP Knowledge
A distinctive part of Support Desk is its QA/QC workflow for ERP testing. It includes an ERP catalog, reusable quality checks, checklists, test runs, and result reports.
Testers can select a relevant ERP area, perform the applicable checks, and record pass/fail results. The application also provides ways to connect related ERP concepts, helping organize system knowledge alongside hands-on verification.
This extends the platform beyond ordinary helpdesk functionality into structured software quality operations.
Integrations & Data Handling
The application includes Telegram-based ticket intake as an additional support channel. The implementation accommodates text messages and voice-message input with transcription support, connecting that information to the ticketing workflow.
Attachments and documents are stored using Cloudflare R2 with private-access application handling. This keeps file storage separate from the main application while allowing authorized users to work with related records.
The public case study intentionally avoids sharing internal access rules, integration settings, or messaging and storage configuration.
Technology & Application Design
The platform is built with Next.js, React, and TypeScript, using PostgreSQL and Prisma for relational data. Its frontend uses reusable UI components and data-driven management screens, while its server-side application supports authentication, permissions, operational APIs, and report generation.
A permission-based access model distinguishes responsibilities across tickets, bugs, clients, reports, quality workflows, and administration. The project also includes test coverage for selected authorization, quality, and integration behaviors.
Outcome & Engineering Perspective
Support Desk demonstrates the design of a substantial business application spanning several related operational areas. Its value is not just the number of features, but the challenge of making ticketing, customer information, QA processes, and reporting work together in a coherent product.
My engineering work on the system combines feature development, relational application design, reusable interface patterns, integrations, and ongoing refinement based on service-management requirements.
Project: Support Desk
Scope: Support Operations, Quality Assurance & Full-Stack Engineering
Internal records, integration credentials, implementation procedures, and sensitive operational details are excluded.