Professional work · Cyber1 Group
Multidesk
Platform for customer support, tickets, leads and dashboards.
Product context
Multidesk centralizes customer support, tickets, leads and dashboards. Requests can arrive through email inboxes or through clients’ own systems.
My role and responsibilities
I was the main backend developer, responsible for ticket intake flows, integration APIs and background processing.
- Read email inboxes through IMAP and turn messages into tickets.
- Create APIs for clients to open and manage requests within their systems.
- Send emails about new requests and support progress.
- Organize task processing through queues.
Main challenges
- Bring requests from different channels into a support workflow.
- Allow clients to track tickets without leaving their own systems.
- Keep email delivery and other tasks from extending the main request.
Implemented solutions
- I implemented IMAP reading and ticket APIs in the Laravel backend.
- I used SMTP for follow-up emails and queues for background tasks.
Technical decisions and reasoning
- APIs allow direct integration with client systems.
- Queues separate subsequent processing from the immediate ticket creation and update flow.
Results
- Requests could arrive through both email and APIs, expanding the ways clients could use the support platform.
- Clients can follow progress through messages while related tasks are processed in the background.
Product flow
Simplified flow of the integrations described
- Email inbox (IMAP)
- Laravel backend
- Tickets in MySQL
Technologies used
- PHP
- Laravel
- MySQL
- Redis
- IMAP
- SMTP
- Pusher