Helpdesk System

Enterprise ticket management system designed to streamline support operations across multiple departments. Features real-time notification pipeline, file attachment handling with size/type validation, SLA tracking with escalation rules, and analytics dashboards that surface resolution time trends. Challenge: Building a notification system that reliably delivers ticket updates without polling overhead, while maintaining ticket state consistency across concurrent agent sessions. Solution: Implemented a real-time notification architecture using server-sent events, with a fallback polling mechanism for unreliable connections. Built an optimistic UI layer that reflects ticket status changes immediately while reconciling with the server state asynchronously. Improved average ticket resolution time by providing agents with actionable analytics.