Ticket Management System
Email-threaded helpdesk, SendGrid, parsing, and mail threads that stay intact.
- Role
- Backend engineer
- Client
- 7Span
- Domain
- Customer Support · Helpdesk
Ticket Management System
- SendGrid + email parsing & forwarding pipelines
- Threaded mail conversations (In-Reply-To preserved)
- Auto-assignment by inbound metadata · Microsoft OAuth for agents
The 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.
The 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.
The outcome
Customers never leave their inbox, agents get real ticketing, and threads never fall apart, the best of both worlds.
Highlights
- 01
SendGrid + email parsing & forwarding pipelines
- 02
Threaded mail conversations (In-Reply-To preserved)
- 03
Auto-assignment by inbound metadata · Microsoft OAuth for agents
What shipped
- IMAP ingestion with full MIME + attachment handling
- Rules engine for routing by sender, subject, or headers
- Threaded reply engine that preserves In-Reply-To chains
- Microsoft OAuth with per-org tenant scoping for agents
- SLA timers, tags, and internal notes
Stack
- Node.js
- Directus
- SendGrid
- Microsoft OAuth
- Email parsing