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Project · Tier 2 escalation & resolution desk

Tierline

Every handoff carries the evidence with it.

A Tier 2 support desk for problems too complex for a first-line fix. Cases move through a structured diagnosis, escalate only with documented evidence, and finished fixes become self-service knowledge.

Open live demo Source: private repo
Role
Solo · Design & full-stack
Type
Tier 2 escalation & resolution desk
Stack
Next.js · Supabase
Status
● Live demo
Desk overview — SLA compliance, MTTR, escalation rate

// Desk overview — SLA compliance, MTTR, escalation rate · demo accounts available on request

The problem → the approach

The problem

When a ticket is escalated, the next engineer usually starts from scratch — the troubleshooting already done lives in someone's head. SLAs slip, users repeat themselves, and the same fix gets rediscovered next week.

The approach

Tierline makes evidence a requirement. The database rejects an escalation without a reason and the steps already tried, every change is audited, SLAs run live, and a resolved fix can be published straight to the knowledge base.

What it does

Structured escalation

Tier 1 → Tier 2 → Tier 3 with the reason and diagnosis steps pre-filled from the workbench.

Evidence enforced in Postgres

The database refuses an escalation without documented troubleshooting — not just the UI.

ITIL priority & live SLA

Impact × urgency sets P1–P4 with 4h / 8h / 24h / 72h targets and a countdown on every case.

Ticket deflection

Typo-tolerant full-text search (tsvector + pg_trgm) suggests fixes while the user is still typing.

Automatic audit trail

Every status, priority and assignment change is logged by database triggers.

Realtime queues

Queues and cases update live through Supabase Realtime.

Screens

// Report an issue — priority and SLA calculated automatically
// Knowledge base with typo-tolerant search
// Case queue by tier
// Sign-in

Who uses it

Employee
Report issues, try suggested fixes, reply, confirm or reopen
Tier 1
Case queue, ownership, diagnosis workbench, escalate
Tier 2
Pick up escalations, resolve, publish to the knowledge base
Admin
Desk overview metrics, every case, team & roles

Security, enforced in the database

Row-Level Security on every table — calling the API directly returns exactly what the screen shows, nothing more.
Writes go through role-checked SECURITY DEFINER functions that verify the caller before changing anything.
30 automated checks (scripts/e2e.mjs) prove row-level security, evidence-gated escalation and the audit trail.
No secrets in the client or the repository — only the public Supabase URL and anon key, protected by RLS.
30
automated security checks
4
role levels
P1–P4
ITIL priority matrix

Tech stack

Next.js 15TypeScriptTailwind CSS v4Framer MotionRechartsSupabasePostgres RLSRealtimepg_trgm

What's next

Email-to-caseTeams / email notificationsBusiness-hours SLACSAT ratingsAI-assisted triage
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