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The Project
DeskFlow
A production-grade helpdesk platform with multi-tenant workspaces, real-time messaging, role-based access and live analytics.
The Project
A production-grade helpdesk platform with multi-tenant workspaces, real-time messaging, role-based access and live analytics.
The Problem
A shared inbox works fine when the team is small. But as volume grows, conversations get missed, nobody can tell who is handling what and there is no way to know how the team is actually performing. Trying to fix this with a mix of separate tools only makes it harder to keep everything in sync. DeskFlow is what a proper solution to that problem actually looks like.
The Solution
DeskFlow is a multi-tenant SaaS platform where each organisation lives in a fully isolated workspace. Tickets are routed into inboxes, assigned to agents and tracked with priority and SLA status. Filtering, bulk actions, search and pagination all work across the full ticket set so nothing gets missed as volume grows.
Each ticket has a real-time thread where agents and customers can exchange messages and files. Status changes, assignments and replies all show up live without a page refresh. An analytics dashboard tracks ticket volume over time, average response performance and breakdowns by status and priority pulled from live data.
The Thinking
Tenancy at the data layer
Multi-tenancy is enforced at the database level rather than just in the UI. Every query is scoped to the current organisation so there is no risk of data leaking between workspaces. Role-based access layers on top of that with agents, admins and owners each seeing a different version of the same platform.
Real-time without polling
Ticket updates, new messages and status changes are pushed to connected clients via Pusher rather than fetched on a timer. This keeps the interface feeling live without adding load to the server and means two agents working the same ticket always see the same state.
Background work that does not fail silently
Sending transactional emails runs through Inngest rather than inline in the request handler. Jobs retry automatically on failure which means a slow email provider does not break the user-facing flow and API responses stay fast because nothing is waiting on an external service.
The demo is live and fully functional. Log in as an agent, admin or owner and see for yourself. No signup required.