Built a Multilingual Ticketing System to Automate Support and Improve Team Productivity

We built a dynamic ticket management system that empowers organizations to manage customer communications effortlessly. With SendGrid integration, role-based access, and intelligent email threading, Iluaqut transforms customer support into a fast, transparent, and scalable experience.

industry

Telecommunications

Services

Web App Development, API Integration, Process Automation, System Architecture

Introduction

Iluaqut needed a robust, flexible ticket management system that could centralize customer interactions and ensure quick, consistent responses across teams and departments.

The platform needed to:

Automate ticket creation through email and manual submissions.
Support multiple departments with isolated visibility and controls.
Maintain continuous conversation threads with users.
Provide advanced access control (Admin, Org Admin, Dept Admin, Staff).
Enable dynamic email templates, canned responses, and forwarding options.

The Challenge

Building a ticketing system that balanced automation, communication, and multi-role governance came with several challenges:

Email Parsing & Ticket Sync: Automating ticket creation from incoming emails while keeping thread history intact.
Complex Role Hierarchy: Supporting multiple admins and overlapping department responsibilities.
Scalable Permissions: Ensuring data security across the organization and department levels.
Thread Continuity: Maintaining accurate communication chains across both internal and external forwarding.
Workflow Flexibility: Keeping manual and automated ticket processes synchronized.

Our Approach

7Span designed Iluaqut as a modular, scalable ticketing platform that integrates SendGrid’s email parsing engine with a custom-built Node.js and Vue architecture.

Automated Email Parsing System

Integrated SendGrid APIs to convert incoming emails into tickets, preserving full conversation threads.

Department & Role Hierarchy

Implemented multi-level role permissions (Admin, Org Admin, Dept Admin, Staff) to ensure secure and focused access.

Dynamic Email Engine

Developed per-department email templates, canned responses, and signature customization for consistent, branded communication.

Internal Collaboration Tools

Added internal notes, ticket forwarding (internal/external), and audit logging for traceable operations.

Analytics & Control Dashboard

Built a centralized dashboard to monitor ticket flow, response times, and department workload in real-time.

Build a Smarter Support System with 7Span

From automation to analytics, 7Span helps organizations design ticketing and communication systems that boost collaboration, transparency, and response time.

The system 7Span built for us changed how our teams handle support. Every department now works in sync, tickets flow automatically, and communication is clearer than ever.

Mark & Ole/ Founders

The Impact

The new ticket management platform unified communication, reduced manual overhead, and improved the responsiveness of support teams. Through intelligent automation and threading, Iluaqut created a smoother, more transparent customer support experience.

65%

Reduction in manual ticket handling through email automation.

50%

Faster ticket resolution time due to internal collaboration tools.

100%

Continuity in communication is achieved via advanced email threading.

90%

Improved response accuracy using canned replies and dynamic templates.

Making IT Possible