TASS
Unified Support Ticket Aggregation Hub
Client Context & Objectives
TASS provides customer support teams with a centralized workspace to view, triage, and reply to customer tickets across multiple communication channels.
The Core Technical Challenge
Customer service agents were context-switching between email, web forms, and third-party platforms, leading to slow response times and duplicated replies.
My Role & Architectural Approach
Role: Full-Stack Engineer. Built REST API endpoints, email-to-ticket ingestion pipeline, and real-time agent UI.
Designed high-performance REST APIs with sub-200ms latency. Implemented an email parsing service that converts inbound customer emails into tickets and manages conversation threading.
Verified Results & Business Impact
- Sub-200ms REST API response times across ticket queries and thread updates.
- Unified multi-channel ticket workflow with automated email parsing.
Engineering Highlights
- Sub-200ms performant REST APIs for real-time ticket triage
- Automated inbound email parsing and conversation threading
- In-app team collaboration and internal note workflow
- Modern, keyboard-friendly agent interface
System Interface & Workflow Gallery
Click any screenshot to expand.
