Two-Tier Engineer Routing · Assignment-Based Live Chat · API-Synced Staff Data
The same organization needed a proper support ticketing system to replace ad hoc customer support handling — one that routed tickets to the right engineer, supported escalation to senior staff, and kept every customer conversation in one place.
We built a two-tier ticket routing system with assignment-based live chat and full escalation workflows, integrated with the company's existing Staff Management System so engineer and staff data never had to be entered twice.
Customer support breaks down fast without clear ownership of who's handling what, and who's allowed to talk to the customer at any given moment.
Tickets had no structured path to the right engineer, and there was no distinction between routine issues and ones that needed senior support.
When an issue needed to go to a senior engineer, there was no reliable way to hand it off — or hand it back — without losing the conversation history.
Support conversations happened wherever was convenient at the time, with no permanent, searchable record tied to the ticket.
Staff and engineer records already existed in the company's internal system, but the support platform had no way to reuse them.
We built the platform around a clear two-tier engineer structure, with chat access and ticket ownership strictly tied to whoever is currently assigned.
Assignment-based routing means no ticket sits unclaimed or unclear about who's responsible.
Tickets carry their full history through reassignment and escalation, so a Level 2 engineer picks up with complete context.
Because only the current assignee can chat, there's never confusion about who's handling a conversation.
New engineers added to the Staff Management System are available in the support platform automatically.
Chat and ticket-action permissions are derived directly from the current assignment record, not a static role — reassigning a ticket immediately updates who can act on it.
Escalation and reassignment are modeled as explicit ticket-state transitions, not just a changed "assigned to" field, preserving a full audit trail.
Staff and engineer records are pulled from the Staff Management System's API rather than duplicated, keeping the two systems consistent without manual syncing.
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