Support Hub: Support Workflows & Leadership

Support workflow

Support Hub gives people a place to request help and follow the progress of their support work. The product brings request creation, ticket visibility and an understandable support experience together for the organization.

Actual application screenshot supplied by George, using his test account with no customer tickets displayed.

My contribution

I led engineering delivery for Support Hub as part of my work at Moon Holidays. The role combined product decisions, developer coordination and technical delivery, with attention to the experience of both the person asking for help and the team handling the request.

The visible interface emphasizes clear next actions and understandable status. That clarity matters when a support tool is used by people across an organization rather than only by its engineering team.

Organizational AI and automation

Support operations are one of the areas I consider when evaluating organizational AI integration: finding relevant knowledge, structuring incoming work, preparing useful summaries and reducing repetitive tasks. These are engagement opportunities, not a claim that every AI feature is already enabled in Support Hub.

My approach starts with the team's workflow, information boundaries and evaluation criteria. Automation should make ownership clearer and help the team act on useful information.

Technologies

TypeScript, Next.js, React, Prisma, MongoDB and Firebase.

Public scope

Only the public product purpose and an empty test workspace are shown. Internal integrations, permissions, customer records and operational details remain private.

Read about AI integration for organizations or discuss support workflow automation.