Falcon CSS
Falcon CSS is a comprehensive customer support system designed to enhance team communication and productivity. The system features a modern, intuitive interface that allows users to easily create and manage tickets, track progress, and collaborate with team members. It includes features like ticket routing, SLA management, and automated responses, making it an ideal solution for businesses looking to improve customer service and support operations. This solution was exclusively built for a client and is not available for public use.
ReactPHPMySQLTailwind CSS
Multiple Users and Shared Inbox
A team of 10 customer support managers was overwhelmed with the number of emails. Another problem they faced was working on multiple projects and domains. In the end, a custom solution was created that synced all communication channels and assigned user permissions based on their role.
User Workflow Optimization
After solving the initial problem with mail tracking and ticketing, optimizing user workflow was the next step. We developed a solution for shortcodes in the editors, smart replies, shared knowledge, custom email filters for sorting urgency, and much more.
Building Custom Editor
In order to facilitate all the features, a WYSIWYG editor had to be added to read and edit HTML email contents. Our main mission was integrating all the shortcode abbreviations, team templates, and greetings into the editor while keeping the HTML tree clean. Our final choice was CKEditor with a couple of custom plugins.
