Support platform
Innoviez — Support & SLA management portal
Live Support & SLA platform for Innoviez: public marketing site, CMS, and connected portals for admin, ticket managers, support staff, and customers.
Web application · Live
Challenge
Innoviez needed one system to run both the public marketing site and the support operation. Website content, lead capture, tickets, SLA targets, and customer follow-up could not live in disconnected tools. Support work needed a clear owner chain — Admin to Ticket Manager to Support User — with the customer and the public website as the two entry points.
Approach and solution
Shailpar designed, built, and deployed a six-module Support & SLA platform at https://innoviez.com. The public website captures inquiries. A CMS lets marketing edit services, solutions, industries, products, blog, and site pages without code. Role-based portals cover Admin, Ticket Managers, Support Users, and Customers, all connected around one ticket lifecycle and one SLA target. This is Innoviez’s product, not a Shailpar brand.
Outcome
The platform is live in production at innoviez.com. A visitor can inquire from the public site. A customer can raise a ticket, track it, chat once a team member is assigned, and submit a review for admin approval. Admins and ticket managers can assign work, watch SLA status and breach alerts, and export reports. Ticket volumes, SLA percentages, and Innoviez’s own client counts are not published here.
Modules
- 01
Public website
Prospects and visitors
Marketing site with hero, services, solutions, industries, products, blog, about, and an inquiry form that feeds the Website Inquiries tracker.
- 02
Admin portal
Business owner / super admin
Live ticket dashboard, SLA compliance and breach alerts, reports with CSV/PDF export, user management, review moderation, internal tasks, and team workload.
- 03
CMS
Marketing / content team
Edit services, solutions, industries, products, blog, and site pages without code. Inquiry pipeline runs New → Contacted → Converted → Closed.
- 04
Ticket manager portal
Support team leads
Assign and reassign tickets, including bulk assignment, create internal tasks, watch support-user workload, and review hours logged.
- 05
Support portal
Support employees
Personal workspace for assigned tickets and tasks, status workflow Open → In Progress → Resolved, customer messaging, and time logging.
- 06
Customer portal
End customers
Raise a ticket with attachments, track it, chat once the team is assigned, and submit a rated review that publishes only after admin approval.
Technology
React · Vite · CMS · Role-based portals · Ticketing · SLA tracking