Building a Helpdesk Inside a Team Chat

Most team chat tools treat customer support as someone elses problem. We made it first-class.

The Problem

Support teams use one tool for customers and another for colleagues. Context switching wastes time.

Our Solution

Message-to-Ticket Conversion. Right-click any message to create a ticket. Ticket Escalation. Escalate tickets into channels with one click. Shared Context. Agents are Disqua users with shared presence.

Architecture

27 new tables (ticket_ prefix), new WebSocket events (helpdesk: prefix), dedicated BullMQ queues. Zero changes to messaging tables.