SaaS · Support tooling
Triage SaaS (in development)
A product extension of the multi-domain triage agent for small support teams — one queue, automatic classification, and email-backed customer updates without a heavy helpdesk.
- Outcome
- Extending the Orchestrate triage pipeline into a product — centralized queue with AI-assisted routing, operator replies, and customer status tracking for small-team pilot usage (not live production yet).
Stack & scale
Next.js · FastAPI · Google Cloud Run · Redis · n8n · Gemini · transactional email
Small support teams outgrow scattered web forms and email threads long before they need a full enterprise helpdesk — tickets arrive without structure and customers get no visibility.
Building on the multi-domain triage agent learnings — an end-to-end ticketing flow with AI classification, operator console, and customer status tracking for small-team pilot usage.
Architecture
Next.js intake forms feed a FastAPI backend on Google Cloud Run, with Redis queuing async triage jobs orchestrated through n8n.
Reuses triage-agent patterns — Gemini classifies each request (category, priority, escalation path, first-draft reply) before an operator opens the ticket.
Engineering decisions
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). Customers track progress via a magic-link status page with no account login.
Tradeoffs
- Magic-link status over customer portal — faster ship for lean teams, less self-service depth.
- Async Redis queue over synchronous classification — better Cloud Run cost profile under burst intake.
[ SCREENSHOTS ]