How it works
A simple full-stack workflow from intake to resolution.
The app runs on Vercel as a Next.js frontend plus Server Actions. DynamoDB stores the tickets; SupportIQ keeps the process visible.
01
A ticket is submitted
An agent creates a manual ticket or a customer issue is captured from a connected channel.
02
Rules classify the request
SupportIQ reads the subject and message, then sets category, priority, team, SLA deadline, and tags.
03
The queue updates instantly
Tickets are written to DynamoDB and appear in the inbox, dashboard, analytics, and detail views.
04
Agents work and resolve
Status changes are saved back to DynamoDB and added to the activity timeline for clean handoffs.