Case study · Enterprise SaaS
NextDesk
Employee helpdesk and ticketing system
Overview
NextDesk is a helpdesk portal where employees raise tickets to any department. The relevant team receives and resolves each ticket while automated emails keep all parties informed at every status change. A feedback form closes the loop on resolution. Admins get a full reporting view with graphical stats.
What I did
- Added new features to existing modules of the Rails application.
- Developed a view-only admin role for cross-department ticket visibility.
- Built a manager preference to stop subordinate emails from the profile.
- Implemented automated email campaigns on ticket resolution.
- Developed the mobile API exposing the core features.
- Optimised the application and improved the UI/UX.
- Wrote Rake tasks to pull data from external APIs.
Key features
- Ticket creation with attachments, routed to the right department
- Automated email notifications on every status change
- Feedback and star rating on ticket resolution
- Graphical stats for users and admins
- Multiple roles: super-admin, admin, department-admin, resolver, manager, team lead and view-only user
- View-only role for cross-department visibility without action rights
- API for the companion mobile application