Employee, support, and manager tasks are separated without fragmenting the product.
HelpDesk Lite
Support work stays visible, owned, and moving.
A role-aware support workspace that takes internal requests from clear submission to ownership, resolution, and management visibility without turning the process into enterprise clutter.
My roleProduct planning, UX/UI design, and full-stack development
Role workspace01 / 13
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Operations telemetry
The routing system behind every resolution.
Audience
Employees requesting help, support staff owning tickets, and managers monitoring workload.
Delivered scope
Workflow design, role-based UX, Next.js application architecture, relational data, and deployment.
Defining constraint
Every status and edit must respect ownership and authorization, not only hide controls in the interface.
The shipped interface covers intake, queues, ownership, workload, users, and states.
Dark and light modes use the same components, hierarchy, and interaction rules.
Verified evidence · Counts are taken from the implemented role model and documented production views.
Turn request noise into a clear queue.
Internal support often disappears into chat threads and unclear ownership. The product needed to make every request traceable while keeping employee submission, support handling, and management oversight focused and easy to learn.
One system across every support role.
Product planning, UX/UI design, and full-stack development
03 / Routing rules
Decisions that keep work moving.
- 01
Separated employee, support, and manager workspaces around the decisions each role actually makes.
- 02
Designed one shared ticket lifecycle so status, priority, requester, and owner remain understandable everywhere.
- 03
Protected edits and management actions with role-based authorization instead of relying on hidden interface controls.
- 04
Built responsive dark and light experiences with clear loading, empty, error, and success states.
System architecture
The ticket remains the source of truth.
The interface, authorization rules, and relational model all follow the same ownership lifecycle.
Intake
Structured fields turn an informal request into actionable support context.
Ownership
Priority, status, assignee, and permissions make responsibility visible at every step.
Oversight
Managers see queues, workload, unassigned work, and users without interrupting resolution.
04 / Resolution path · SDLC
From intake to resolved, without losing context.
Define the workflow
Mapped submission, ownership, status changes, permissions, and manager visibility before building screens.
Model the data
Connected users, roles, tickets, priorities, states, and ownership through a maintainable relational model.
Build by role
Created focused employee, support, and manager workspaces from one consistent responsive system.
Prove production
Tested real workflows, database behavior, responsive layouts, authorization boundaries, and deployment.
05 / Resolved
A production-deployed full-stack product where employees can raise and follow requests, support staff can own the queue, and managers can understand workload and access without operational noise.
Next validationA future iteration would add service-level targets and measure time-to-first-response with real operational data.Next.jsTypeScriptPrismaPostgreSQLDocker