CASE STUDY / 01
SUJUVA — Helpdesk & Business Platform
An internal business platform designed to bring customer communication, ticket management, tasks, partner collaboration and operational data into one connected system.
- Role
- Software development, system design and technical implementation
- Status
- In production
- Stack
- React · Node.js · PostgreSQL · Prisma · AWS · Microsoft Graph
01 / THE PROBLEM
From fragmented workflows to one operational system.
Customer communication and operational work were spread across email, manual processes and separate tools. The goal was to create a system that could bring communication, tasks, responsibilities and operational data into one place without making everyday work more complicated.
02 / THE SOLUTION
A platform built around the actual workflow.
Incoming communication can become tickets. Tickets connect to tasks, users collaborate around the work, and dashboards and reporting surface operational information.
- 01
Customer email
- 02
Microsoft Graph
- 03
Helpdesk ticket
- 04
Internal handling
- 05
Task / partner workflow
- 06
Resolution
- 07
Reporting
03 / ARCHITECTURE
Architecture designed for practical growth.
Frontend
- React
- Vite
- Tailwind CSS
Backend
- Node.js
- Express
- Prisma
Data
- PostgreSQL
- AWS RDS
↳ Backend connection
Integration
- Microsoft Graph API
↳ Application hosting
Infrastructure
- AWS ECS Fargate
- S3
- CloudFront
- Parameter Store
- CloudWatch
04 / KEY WORKFLOWS
The work the platform brings together.
- 01
Customer communication
Incoming email can become tickets while reply chains and recipient context remain part of the conversation.
- 02
Ticket management
Status, priority, area, assignee and contact reason give each ticket a clear place in the work, through resolution.
- 03
Task workflows
Internal and partner tasks bring comments, approvals and review into the handling process.
- 04
Search
Global search spans tickets, tasks and email sources so related information can be found together.
- 05
Dashboard
Operational KPIs, workload and recent activity give a current view of the work.
- 06
Reporting
SLA, processing time, area and contact-reason reporting support operational review.
05 / TECHNICAL CHALLENGES
Where the difficult work was.
- 01
Email threading
Keeping threads coherent across the internal system and external email clients required careful handling of message relationships and reply behavior.
- 02
SLA measurement
The SLA model evolved so timing begins with the original email received time, rather than only when a ticket is created.
- 03
Recipients and context
The requester and To and CC participants need to remain coherent as an email becomes a ticket and replies continue.
- 04
Role and partner access
Different users need different operational views, while partners need limited access to the work assigned to them.
06 / OUTCOME
Built, deployed and used in real operations.
The Helpdesk is in production and is used for day-to-day ticket handling, customer communication, tasks and operational reporting.
Planned / future scope
The platform is designed to expand toward broader ERP functionality.
CRM · Billing · ESG · Analytics
07 / REFLECTION
What this project taught me.
Designing around actual business processes matters as much as the technical architecture. Real use changes requirements, so I learned to balance usability with sound system design and build incrementally as the work became clearer.