SupportHub is HiMat's ticket desk and helpdesk platform for creating, routing, and resolving support requests with roles, categories, and a knowledge base.

Who is SupportHub for?

Organizations that need multi-department internal support—IT, HR, Finance, and specialized teams—with accountable ticket ownership.

How is SupportHub different from a shared inbox?

SupportHub adds priority, assignee, status, category routing, role-based access, and FAQs so requests are tracked to resolution instead of buried in email.

Our productCase study · 003

SupportHub

Support that routes to the right team—fast.

SupportHub is HiMat's ticket desk: intake, triage, and resolution with clear ownership across IT, HR, Finance, and specialized ops groups.

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At a glance

Type: Our product
Role: Product engineering for internal helpdesk
Stack: Flutter · REST APIs · Firebase · Role-based access
Focus: Ticket Desk & Helpdesk Platform

Architecture

How the system is shaped

Flutter helpdesk with REST ticket APIs, Firebase backing, and role-based routing for User, Agent, and Admin queues plus a searchable FAQ knowledge base.

Constraints

What we had to respect

Multi-team routing (IT, HR, Finance, ops) without a shared-inbox black hole

Category-driven notifications and assignee ownership through resolution

Self-serve FAQ to deflect repeat questions before they become tickets

Challenge

What stood in the way

Internal requests vanish into shared inboxes. Without category routing, roles, and a knowledge base, agents duplicate work and employees escalate too early.

Solution

How we approached it

We built SupportHub as a helpdesk product with dashboards, filtered ticket lists, User/Agent/Admin roles, category-driven routing and notifications, and an FAQ knowledge base for self-serve answers.

Scope of work