Case ownership workspace
Support teams could search cases, inspect current state, and understand ownership without piecing together data from multiple tools.
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Support workflow consolidation
Support Ops Portal
Rebuilt fragmented support tooling into a focused portal with searchable cases, SLA alerts, and escalation dashboards.
Next.js.NETMySQLRedis
Unified
Case visibility
Proactive
SLA monitoring
Centralized
Escalations
Role: Full-stack product engineer
Timeline: 3-month delivery
Domain: Internal operations
Project overview
Problem
Support teams were switching across chat, ticketing, and spreadsheets to manage escalations, which obscured ownership and SLA performance.
Solution
I delivered a portal that synchronized case data, exposed ownership status, and surfaced SLA risk before targets were missed.
Result
Support managers gained a single operational view, improving response consistency and reducing missed escalations.
Feature highlights
SLA risk visibility
Scheduled processing surfaced accounts at risk before targets were missed, helping managers intervene earlier.
Escalation coordination
The portal made account escalations more structured, with clearer responsibility and better operational follow-through.
Architecture and implementation
- Domain services separated case state, user identity, and escalation notification concerns.
- Scheduled workers refreshed SLA state and generated alert signals for at-risk accounts.
Experience snapshots
UI Concept
Support operations dashboard
A central workspace for case status, SLA health, and active escalations.
UI Concept
Escalation tracking flow
A focused interface for high-priority accounts that need quick triage and clear ownership.