Challenge
A growing SaaS company was drowning in support email threads with no SLA visibility, slow handoffs, and no self-service option for common questions.
Solution
We built PulseDesk with multi-channel inbox routing, automated SLA alerts, role-based queues, and an embedded knowledge base—integrated with Stripe for tiered team plans.
Technology Stack
- Next.js
- TypeScript
- PostgreSQL
- Prisma
- Stripe
- Redis
- SendGrid
Architecture Diagram
Client
Web AppMobile AppAdmin Panel
API Layer
REST / GraphQLAuth ServiceRate Limiting
Services
Business LogicBackground JobsNotifications
Data
PostgreSQLRedis CacheObject Storage
Results
- First-response time improved by 52% within 90 days
- Self-service deflected 38% of repeat support requests
- Support team scaled from 4 to 12 agents without workflow changes
Client Feedback
“PulseDesk turned our support chaos into a system we could actually measure. Our customers notice the difference.”
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