Case 14 / 17 · Full-stack web app · 2026

Support Hub

A comprehensive web app for running Telegram-based customer support, with an integrated admin console and AI.

  • Development time: 16 days
  • Lines of code: 30,000+
  • API endpoints: 50+
  • UI pages: 15+

Challenge

Requests got lost in private messages, there was no oversight of managers’ work, no central control and slow response times.

Solution

A full-stack web app (React + Express + MongoDB) that centralises Telegram support, with real-time sync, an RBAC system, an AI assistant and an audit trail of every action.

Highlights

React 19 + Express.js + MongoDB · Socket.IO real-time · RBAC + audit logging · Production-ready

What was built

  • JWT-based auth with a 4-level role hierarchy (User → Moderator → Administrator → Super administrator)
  • Chat management: viewing requests, reassigning between staff, conversation history
  • Users and staff: managing clients and the team, profiles, distribution queues
  • Org structure: departments, role hierarchy, personal staff dashboards
  • Knowledge base: a central base of answers to common questions with search by category
  • AI integration (Google Gemini): smart answers to typical questions, natural language processing
  • Communication: mass broadcasts, scheduled messages, a canned-replies base for staff
  • Real-time analytics: performance metrics, per-staff stats, data visualisation
  • Web Push notifications (VAPID) about new requests and task assignments
  • Rich text editor (TipTap): formatting, links, images, code, emoji
  • A full audit system: admin action history, logging of logins, roles, chats and operations
  • System settings: Telegram bot configuration, integrations (VK API), queue parameters
  • Multilingual: EN and RU with the entire interface translated
  • Also: widget settings, a status page, file uploads (50 MB), a command palette, an avatar system

Stages

  1. System architecture (2 days) — Designing RBAC, the MongoDB structure, the WebSocket protocol, the Telegram Bot API integration
  2. Backend and API (4 days) — Express REST API, JWT auth, Socket.IO real time, a queue system
  3. Frontend (5 days) — React SPA, dashboards, chats, knowledge base, command palette, notifications
  4. AI and integrations (3 days) — Google Gemini integration, VK API, Web Push notifications, the TipTap editor
  5. Audit and deployment (2 days) — Audit system, logging, testing, deployment, documentation

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