AI Support Workflow Platform
A multi-tenant customer support platform with shared inboxes, AI-assisted replies, workflow automation, and a separate root administration layer.
Current portfolio record
Verified against the public repository and current documentation
Purpose and use case
Why this project was built
Built for support teams and product engineers who need one place to manage conversations, automate repeatable work, and use AI as a drafting assistant while keeping people responsible for the final response.
Overview
What the project is
This project explores how a modern helpdesk can combine ticket management, email ingestion, AI drafting, workflow execution, and platform administration without turning the codebase into a large enterprise framework. It is structured as a readable full-stack application with clear feature boundaries, secure runtime configuration, and documented operational controls.
Problem
What it is designed to solve
Support work is often split across inboxes, ticket tools, provider dashboards, and manual processes. Adding AI can make that fragmentation worse when credentials, fallbacks, usage logs, and review responsibility are not handled consistently.
Approach
How the project addresses it
The platform brings ticketing, multi-mailbox email, AI provider failover, workflow execution, role-based access, tenant boundaries, and root-level configuration into one application. AI output remains a draft, provider credentials stay server-side, and operational activity is recorded for review.
Key features
- Searchable ticket inbox with assignments, priorities, tags, notes, and activity history
- AI-assisted reply drafting with configurable providers and automatic fallback
- Multiple SMTP and IMAP mailboxes with threaded inbound and outbound email
- Versioned workflows with manual and event-driven execution records
- Tenant-aware product administration and a separate Root Admin control plane
- Runtime settings, audit logs, health checks, tests, and production operations guidance
Architecture highlights
- Feature-owned components, services, types, and tests keep product domains separated
- Clerk handles product identity while independent signed sessions protect Root Admin access
- Encrypted database-managed provider and mailbox configuration keeps secrets out of the browser
- Durable workflow and AI usage records make automated behavior inspectable
Engineering challenges
- Keeping product authentication, legacy development access, and Root Admin authentication clearly separated
- Supporting several AI and email providers without leaking provider-specific behavior across the application
- Making workflow automation reliable and reviewable instead of treating it as temporary background logic
Implemented outcomes
- Implemented one consistent foundation for ticketing, AI drafting, email, workflows, and administration
- Documented the architecture, runtime configuration, security boundaries, and production operations
- Added automated validation for types, formatting, tests, API boundaries, and production builds