Triage SaaS [Development Phase]

Small support teams often outgrow scattered web forms and email threads long before they need a full enterprise helpdesk. Tickets arrive without structure, agents repeat the same classification work on every request, and customers get no visibility until someone manually replies.

Built an end-to-end ticketing flow: Next.js intake forms feed a FastAPI backend on Google Cloud Run, with Redis queuing async triage jobs orchestrated through n8n. Gemini classifies each request — category, priority, escalation path, and a first-draft reply — before an operator opens the ticket. Agents work from a single console to review AI suggestions, send replies, and resolve cases. Each stage triggers transactional email (intake confirmation, operator reply, resolution), and customers track progress via a magic-link status page with no account or portal login.

The result is one centralized queue that speeds intake and cuts repetitive triage busywork, giving lean teams AI-assisted routing and customer updates without the overhead of heavyweight support tooling.