An SLA-Driven Helpdesk That Runs Across Tenants, Not Just Tickets

A helpdesk sounds simple until it has to serve more than one organisation at once. Each tenant needs its own branding, escalation rules, and agent hierarchy — without any of that logic leaking into how the platform is coded.

This ticket management system was built as one of eight modules on One Platform, sitting behind the same centralized auth layer as the rest of the suite. Every request is validated and role-resolved upstream before it ever reaches the ticketing service itself, so the application code stays focused entirely on tickets, SLAs and routing.

What We Built

• Role-based ticket visibilityAll/Unassigned tabs restricted to admins and managers; agents see only their own queue.
• Configurable auto-assignmentRound robin, load-balanced or skill-based routing, set per department.
• SLA monitoring & escalationBreach thresholds trigger automatic escalation and notification.
• Tenant branding, end to endUploaded logos apply across the portal and email notifications alike.
• Public self-service portalCustomers raise and track tickets without needing an internal login.
• Soft-delete with audit trailTwo-step delete — trash first, then permanent removal — gated by role.

Built With