1. Overview
Support requests used to arrive by chat, email and in person, and many fell through the cracks. ask-it puts them all in one queue, so every request gets an owner and a reply.
2. Architecture
- Backend: Go service that manages threads, queues and the knowledge base.
- Web: React dashboard for support agents.
- Mobile: Expo app for staff to raise and follow requests.
3. Lessons Learned
Round-robin assignment looks fair on paper but isn’t when agents go on breaks. The queue now looks at who is actually online. See Fair ticket queues for support teams, in Go.