About the client
An organization whose support team needed customer requests, scheduling and internal tasks in one system.
The support team needed ticket handling, scheduling and task planning to live together and stay in sync.
OSKI was asked to build a single system that serves both sides: customers who submit and follow requests, and the staff who handle them. Tickets, scheduled tasks and custom request forms had to share one platform and stay in sync in real time.
What had to be solved
Three tools had to become one without slowing anyone down.
- Combine tickets, a calendar and a kanban board with real-time updates and dependable syncing.
- Give staff interfaces that are easy to use yet cover form creation and admin settings.
- Provide a flexible admin area for customers, employees and service plans.
- Let the team create new request forms without a developer.
How the team built it
Customers use a portal to submit and track requests. Inside, the same requests show up as cards on the team's board, so nothing is copied between tools.
A kanban board moves each request through stages such as drafts, waiting, ready to help, opened and closed. Cards show the customer, priority and assignees. FullCalendar handles scheduled work and appointments.
A dynamic form builder based on Vue-formulate lets staff create and change request forms themselves.
The interface was refined through rounds of user feedback. A REST API secured with JWT connects the Vue.js frontend to the .NET Core backend.
Admins manage customers, employees and general settings from one area. Customer records show service plan type, account status and plan dates, with filters and export.
What changed
Agents work from one screen, and customers see where their request stands.
- Form creation is 80% faster.
- Agents handle more tickets, with support efficiency up 50%.
- Customers wait less and get faster resolutions.
- Less repetitive admin work for the support team.
Inside the product
