Case Study · Custom Web App
Custom Helpdesk + Knowledge Base
Helpdesk with a knowledge base and support chat integrated into the client’s custom website.
Visitors get answers on-site; support works from one helpdesk with shared KB context.
Problem
Support lived in scattered tools. The website had no in-product help, and agents lacked a shared knowledge base.
Goal
One helpdesk + KB, with chat on the custom website so customers and agents share the same answers.
Solution
- Custom helpdesk application for tickets and agent workflows
- Knowledge base for articles and reusable answers
- Support chat widget integrated into the client website
- AI-assisted replies grounded in the knowledge base
Workflow samples
What I built at each step—placeholder frames ready for your real screenshots.
Built the helpdesk inbox, tickets, and agent views.
Embedded support chat on the site, powered by the same KB.
Automation logic
My role
Architecture, helpdesk + KB build, website chat integration, and AI grounding.
Result
Visitors get answers on-site; support works from one helpdesk with shared KB context.
Lessons learned
Embedding chat on the site only worked once the KB was the single source of truth for both bot and agents.