01
Challenge
Small support teams live in shared inboxes. They wanted ticket structure without losing the plain-email workflow customers expect, no web-form hoops, no broken threads.
All work
7Span2024
Case Study
TicketManagementSystem
Email-threaded helpdesk, SendGrid, parsing, and mail threads that stay intact.
Internal · client-owned
- Role
- Backend engineer
- Team
- N/A
- Client
- 7Span
- Domain
- Customer Support · Helpdesk
Overview
Email-first ticket management at 7Span, inbound mail parsed, routed, and replied to as threaded conversations.
02
Approach
Built an email-first ticketing engine: inbound mail is parsed, auto-assigned by metadata rules, and threaded with the original customer. Replies from the agent dashboard go out as plain email so Gmail and Outlook keep everything threaded. Microsoft OAuth secures agent authentication.
03
Outcome
Customers never leave their inbox, agents get real ticketing, and threads never fall apart, the best of both worlds.
What I built
The shipped surface.
05 features
- 01IMAP ingestion with full MIME + attachment handling
- 02Rules engine for routing by sender, subject, or headers
- 03Threaded reply engine that preserves In-Reply-To chains
- 04Microsoft OAuth with per-org tenant scoping for agents
- 05SLA timers, tags, and internal notes
Stack
Node.jsDirectusSendGridMicrosoft OAuthEmail parsing
- SendGrid + email parsing & forwarding pipelines
- Threaded mail conversations (In-Reply-To preserved)
- Auto-assignment by inbound metadata · Microsoft OAuth for agents