Unified support system for operators and clients across platforms
I developed a comprehensive ticket management panel for Firmafy, streamlining support operations across two key platforms: Firmafy and its Digital Certificate service. The system enables centralized handling of user requests, incidents, and internal communications through a modern, secure, and scalable interface.
Key Features:
▸ Full back-office in Laravel + Livewire: Fast, seamless UI with role-based navigation and reactive components.
▸ Email automation via Mailgun: Converts incoming emails into tracked tickets with real-time status updates.
▸ Role-based access control: Separate login and permissions for clients, operators, and administrators.
▸ Advanced ticket labeling and SLA priorities: Visual alerts, deadline tracking, and priority-based escalation.
▸ Auto-assignment engine: Distributes tickets by category and operator workload to optimize response times.
▸ Activity logs and history: Full traceability of every interaction and status change.
▸ API integration: Connects with Firmafy’s internal tools for bi-directional ticket and user synchronization.
▸ Modular and scalable design: Future-ready for push notifications, response AI, or advanced dashboards.
This platform replaced fragmented email workflows with a unified system, reducing delays, preventing message loss, and improving user support across the company.
