{"id":5357,"date":"2026-07-29T16:58:41","date_gmt":"2026-07-29T07:58:41","guid":{"rendered":"https:\/\/smilesoftware.org\/?p=5357"},"modified":"2026-07-31T12:57:19","modified_gmt":"2026-07-31T03:57:19","slug":"%e5%95%8f%e3%81%84%e5%90%88%e3%82%8f%e3%81%9b%e5%af%be%e5%bf%9c%e3%82%92%e8%a6%8b%e3%81%88%e3%82%8b%e5%8c%96%e3%81%99%e3%82%8b%e3%80%81%e9%a1%a7%e5%ae%a2%e3%83%9d%e3%83%bc%e3%82%bf%e3%83%ab%e3%81%a8","status":"publish","type":"post","link":"https:\/\/smilesoftware.org\/en\/%E5%95%8F%E3%81%84%E5%90%88%E3%82%8F%E3%81%9B%E5%AF%BE%E5%BF%9C%E3%82%92%E8%A6%8B%E3%81%88%E3%82%8B%E5%8C%96%E3%81%99%E3%82%8B%E9%A1%A7%E5%AE%A2%E3%83%9D%E3%83%BC%E3%82%BF%E3%83%AB%E3%81%A8\/","title":{"rendered":"Building a Customer Portal and Ticket Management System to Improve Visibility into Inquiry Handling"},"content":{"rendered":"<div class=\"wp-block-group smile-post-content\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><header class=\"smile-article-header\"><div><span class=\"smile-category-pill\">Project<\/span><span class=\"smile-date\"><\/span><\/div><h1 class=\"smile-article-title\">Building a Customer Portal and Ticket Management System to Improve Visibility into Inquiry Handling<\/h1><p class=\"smile-excerpt\">In B2B companies, customer inquiries and support requests often arrive through multiple channels, including email, verbal communication, and chat. As a result, response status, assigned personnel, priorities, and past interactions can become scattered, making it easier to miss information or delay responses. To address this challenge, SMILE designed a prototype ticket management system that combines a customer portal with a web-based admin interface.<\/p><\/header>\n\n\n<ul style=\"color:#475569;font-size:17px\" class=\"wp-block-list has-text-color has-link-color wp-elements-4211e85b11d13fc8b3e91635a927face\">\n<li><strong>Scope:<\/strong> Inquiry and support operations for B2B companies<\/li>\n\n\n\n<li><strong>Challenge:<\/strong> Requests and inquiries are scattered across multiple channels, making it difficult to manage progress, ownership, and history.<\/li>\n\n\n\n<li><strong>Implementation:<\/strong> A web system with a customer portal, ticket management, comments, file attachments, notifications, assignee management, access control, and email\/CRM integration<\/li>\n\n\n\n<li><strong>Scope of work:<\/strong> Workflow design, portal design, ticket, comment, and attachment features, notifications, permissions, and email\/CRM integration design<\/li>\n\n\n\n<li><strong>Timeline:<\/strong> 4 months<\/li>\n\n\n\n<li><strong>Team Structure:<\/strong> 4 members \/ 14 MM<\/li>\n\n\n\n<li><strong>Proposed configuration:<\/strong> Customer Portal, Web Admin, and four support workflows<\/li>\n<\/ul>\n\n\n<nav class=\"smile-toc\" aria-label=\"Table of Contents\"><h2 class=\"smile-toc__title\">Table of Contents<\/h2><div class=\"smile-toc__grid\"><a class=\"smile-toc__item\" href=\"#section-1\"><b class=\"smile-toc__number\">01<\/b><span class=\"smile-toc__label\">Customer Challenges<\/span><\/a><a class=\"smile-toc__item\" href=\"#section-2\"><b class=\"smile-toc__number\">02<\/b><span class=\"smile-toc__label\">Project Objectives<\/span><\/a><a class=\"smile-toc__item\" href=\"#section-3\"><b class=\"smile-toc__number\">03<\/b><span class=\"smile-toc__label\">SMILE\u2019s Scope of Support<\/span><\/a><a class=\"smile-toc__item\" href=\"#section-4\"><b class=\"smile-toc__number\">04<\/b><span class=\"smile-toc__label\">Key Development and Improvement Points<\/span><\/a><a class=\"smile-toc__item\" href=\"#section-5\"><b class=\"smile-toc__number\">05<\/b><span class=\"smile-toc__label\">Technologies Used<\/span><\/a><a class=\"smile-toc__item\" href=\"#section-6\"><b class=\"smile-toc__number\">06<\/b><span class=\"smile-toc__label\">Technical Challenges and How We Addressed Them<\/span><\/a><a class=\"smile-toc__item\" href=\"#section-7\"><b class=\"smile-toc__number\">07<\/b><span class=\"smile-toc__label\">Implementation Benefits<\/span><\/a><a class=\"smile-toc__item\" href=\"#section-8\"><b class=\"smile-toc__number\">08<\/b><span class=\"smile-toc__label\">Key points for an offshore development structure<\/span><\/a><a class=\"smile-toc__item\" href=\"#section-9\"><b class=\"smile-toc__number\">09<\/b><span class=\"smile-toc__label\">Conclusion<\/span><\/a><\/div><\/nav>\n\n\n<div id=\"section-1\" class=\"wp-block-group smile-section\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"smile-section__head\"><div class=\"smile-section__number\">01<\/div><h2 class=\"smile-section__title\">Customer Challenges<\/h2><\/div>\n\n\n<p style=\"font-size:16px\">When customer requests are spread across email and individual exchanges with staff members, it becomes difficult to understand who is handling what. Tracking past communication history also takes time, and there is a risk that high-priority cases may be overlooked or that important information may be missing during handoffs.<\/p>\n\n\n\n<p style=\"font-size:16px\">Another common challenge in inquiry handling is that customers often have difficulty understanding the current response status. If they cannot tell whether their inquiry has been received, is under review, or has been completed, it can lead to lower customer satisfaction and duplicate inquiries. Internally, if ownership, status, and SLA-based management remain unclear, it becomes difficult to build stable support operations.<\/p>\n<\/div><\/div>\n\n\n\n<div id=\"section-2\" class=\"wp-block-group smile-section\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"smile-section__head\"><div class=\"smile-section__number\">02<\/div><h2 class=\"smile-section__title\">Project Objectives<\/h2><\/div>\n\n\n<p style=\"font-size:16px\">The purpose of this initiative was to centralize the entry point for inquiries and progress management, creating a foundation for support operations that are easy for both customers and internal teams to understand. The goal is to enable customers to check inquiry details and response status through a portal, while allowing internal teams to manage each ticket with assignees, priorities, history, and attachments.<\/p>\n\n\n\n<p style=\"font-size:16px\">The system architecture was also designed with future operational expansion in mind, including integration with email and CRM. Rather than creating a one-off intake screen, SMILE designed it as a business platform that can support ongoing use.<\/p>\n<\/div><\/div>\n\n\n\n<div id=\"section-3\" class=\"wp-block-group smile-section\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"smile-section__head\"><div class=\"smile-section__number\">03<\/div><h2 class=\"smile-section__title\">SMILE\u2019s Scope of Support<\/h2><\/div>\n\n\n<p style=\"font-size:16px\">After organizing the inquiry response workflow, SMILE handled the design and prototyping of the customer portal, Web Admin interface, ticket workflow, comments, file attachments, notifications, permission management, and email\/CRM integration.<\/p>\n\n\n\n<p style=\"font-size:16px\">A key focus of this project was not simply creating screens, but organizing what information should be shown, when, and to whom, as well as what actions occur at each status, and turning that into a ticket workflow that is easy to operate.<\/p>\n<\/div><\/div>\n\n\n\n<div id=\"section-4\" class=\"wp-block-group smile-section\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"smile-section__head\"><div class=\"smile-section__number\">04<\/div><h2 class=\"smile-section__title\">Key Development and Improvement Points<\/h2><\/div>\n\n\n<p style=\"font-size:16px\">In this project, we first redesigned the inquiry response process around tickets, enabling the entire flow from intake and response to confirmation and completion to be tracked in a single system. By showing customers only the information they need while allowing administrators to manage assignees, priorities, histories, comments, and file attachments in one place, the system reduces information fragmentation.<\/p>\n\n\n\n<p style=\"font-size:16px\">By designing the system around access control from the outset, we created a structure in which customers, support staff, and administrators can each handle information within the scope they need. The notification feature is positioned not merely as an alert mechanism, but as an operational aid that helps reduce missed responses and pending confirmations.<\/p>\n\n\n\n<p style=\"font-size:16px\">In addition, SMILE adopted a design approach that makes it easy to incorporate email and CRM integration as the system expands in the future. This structure is intended to make it easier to consolidate history at the ticket level, even as the number of inquiry intake channels increases.<\/p>\n<\/div><\/div>\n\n\n\n<div id=\"section-5\" class=\"wp-block-group smile-section\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"smile-section__head\"><div class=\"smile-section__number\">05<\/div><h2 class=\"smile-section__title\">Technologies Used<\/h2><\/div>\n\n<div class=\"smile-evidence-panels\"><article class=\"smile-evidence-panel\"><div class=\"smile-evidence-panel__mark\"><span class=\"smile-evidence-panel__icon\" aria-hidden=\"true\"><svg class=\"smile-ui-icon smile-ui-icon--policy\" viewbox=\"0 0 64 64\" aria-hidden=\"true\" focusable=\"false\" stroke=\"currentColor\"><path d=\"M18 8h20l10 10v38H18z\"\/><path d=\"M38 8v12h10\"\/><path d=\"M24 32h18\"\/><path d=\"M24 42h14\"\/><path d=\"m24 22 4 4 8-8\"\/><\/svg><\/span><\/div><div class=\"smile-evidence-panel__body\"><h3 class=\"smile-evidence-panel__title\">Frontend<\/h3><p>We built the customer portal and administrator screens as a React-based web application. The interface was designed for ease of use across key functions such as ticket lists, ticket details, status displays, and comment entry.<\/p><\/div><\/article><article class=\"smile-evidence-panel\"><div class=\"smile-evidence-panel__mark\"><span class=\"smile-evidence-panel__icon\" aria-hidden=\"true\"><svg class=\"smile-ui-icon smile-ui-icon--automation\" viewbox=\"0 0 64 64\" aria-hidden=\"true\" focusable=\"false\" stroke=\"currentColor\"><path d=\"M32 12v8\"\/><path d=\"M32 44v8\"\/><path d=\"M12 32h8\"\/><path d=\"M44 32h8\"\/><circle cx=\"32\" cy=\"32\" r=\"12\"\/><path d=\"m24 24 16 16\"\/><path d=\"m40 24-16 16\"\/><\/svg><\/span><\/div><div class=\"smile-evidence-panel__body\"><h3 class=\"smile-evidence-panel__title\">Backend<\/h3><p>Business logic such as ticket management, comments, attachments, notifications, and access control is implemented using an ASP.NET Core REST API. The design is API-centric, with external integrations in mind.<\/p><\/div><\/article><article class=\"smile-evidence-panel\"><div class=\"smile-evidence-panel__mark\"><span class=\"smile-evidence-panel__icon\" aria-hidden=\"true\"><svg class=\"smile-ui-icon smile-ui-icon--refactor\" viewbox=\"0 0 64 64\" aria-hidden=\"true\" focusable=\"false\" stroke=\"currentColor\"><circle cx=\"21\" cy=\"20\" r=\"6\"\/><circle cx=\"43\" cy=\"44\" r=\"6\"\/><path d=\"M27 20h10c7 0 11 4 11 11v7\"\/><path d=\"m42 32 6 6 6-6\"\/><path d=\"M37 44H27c-7 0-11-4-11-11v-7\"\/><path d=\"m22 32-6-6-6 6\"\/><\/svg><\/span><\/div><div class=\"smile-evidence-panel__body\"><h3 class=\"smile-evidence-panel__title\">Database<\/h3><p>PostgreSQL is used, with the architecture designed to centrally manage ticket information, assignees, statuses, attachment references, and historical data.<\/p><\/div><\/article><article class=\"smile-evidence-panel\"><div class=\"smile-evidence-panel__mark\"><span class=\"smile-evidence-panel__icon\" aria-hidden=\"true\"><svg class=\"smile-ui-icon smile-ui-icon--replace\" viewbox=\"0 0 64 64\" aria-hidden=\"true\" focusable=\"false\" stroke=\"currentColor\"><path d=\"M14 18h22v16H14z\"\/><path d=\"M28 30h22v16H28z\"\/><path d=\"m42 16 8 8-8 8\"\/><path d=\"M34 24h16\"\/><\/svg><\/span><\/div><div class=\"smile-evidence-panel__body\"><h3 class=\"smile-evidence-panel__title\">Infrastructure<\/h3><p>The system is designed on the assumption of using AWS, with a configuration that emphasizes scalability and operational efficiency as a web-based system.<\/p><\/div><\/article><article class=\"smile-evidence-panel\"><div class=\"smile-evidence-panel__mark\"><span class=\"smile-evidence-panel__icon\" aria-hidden=\"true\"><svg class=\"smile-ui-icon smile-ui-icon--flexibility\" viewbox=\"0 0 64 64\" aria-hidden=\"true\" focusable=\"false\" stroke=\"currentColor\"><path d=\"M14 32h26\"\/><path d=\"m32 22 10 10-10 10\"\/><path d=\"M50 18v28\"\/><path d=\"M14 18v28\"\/><\/svg><\/span><\/div><div class=\"smile-evidence-panel__body\"><h3 class=\"smile-evidence-panel__title\">Other<\/h3><p>The implementation incorporates key technologies such as RBAC, ticket workflow management, attachment handling, notifications, and Email\/CRM integration into the system design.<\/p><\/div><\/article><\/div><\/div><\/div>\n\n\n\n<div id=\"section-6\" class=\"wp-block-group smile-section\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"smile-section__head\"><div class=\"smile-section__number\">06<\/div><h2 class=\"smile-section__title\">Technical Challenges and How We Addressed Them<\/h2><\/div>\n\n\n<p style=\"font-size:16px\">One of the main challenges was translating the concept into ticket-based operations that are easy for both customers and internal teams to use, rather than simply creating an inquiry form. Workflows that are too complex are unlikely to be adopted in day-to-day operations, while workflows that are too simple can lead to gaps in management. SMILE organized and prototyped the process into four support workflows, balancing intake, assignment, progress tracking, history, and notifications.<\/p>\n\n\n\n<p style=\"font-size:16px\">Another key consideration was how to handle permissions and history. We needed to separate customer-facing information from internal management information while still making it possible to track the full flow of communication for each ticket. To achieve this, comments, attachments, notifications, assignee changes, and related data are organized around each ticket, with future email and CRM integration also taken into account.<\/p>\n<\/div><\/div>\n\n\n\n<div id=\"section-7\" class=\"wp-block-group smile-section\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"smile-section__head\"><div class=\"smile-section__number\">07<\/div><h2 class=\"smile-section__title\">Implementation Benefits<\/h2><\/div>\n\n\n<p style=\"font-size:16px\">In this project, we defined a concrete operating model that consolidates inquiries and history into a single system, enabling clear management of assignees and statuses. At this stage, the key features have been designed and prototyped as a Solution Example, making it easy to demonstrate value such as preventing missed responses, visualizing progress, and simplifying SLA management.<\/p>\n<\/div><\/div>\n\n\n\n<div id=\"section-8\" class=\"wp-block-group smile-section\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"smile-section__head\"><div class=\"smile-section__number\">08<\/div><h2 class=\"smile-section__title\">Key points for an offshore development structure<\/h2><\/div>\n\n\n<p style=\"font-size:16px\">For this prototype, we clarified the screen requirements, workflows, and permission rules so that the Vietnam-based development team could move forward with design and implementation while accounting for business operations in Japan. The BrSE organized the business intent and specifications, aligning understanding between Japan and Vietnam to ensure that even at the prototype stage, the design reflected real-world operational needs.<\/p>\n\n\n\n<p style=\"font-size:16px\">Because inquiry management systems are highly influenced by business rules, we place strong emphasis on documentation, reviews, and phased validation. This helps create a foundation that can be extended more easily if customer-specific operational differences arise in the future.<\/p>\n<\/div><\/div>\n\n\n\n<div id=\"section-9\" class=\"wp-block-group smile-section\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"smile-section__head\"><div class=\"smile-section__number\">09<\/div><h2 class=\"smile-section__title\">Conclusion<\/h2><\/div>\n\n\n<p style=\"font-size:16px\">This case is a Solution Example for using a customer portal and ticket management system to visualize and centralize inquiry handling, which often becomes scattered across multiple channels. Its major value lies not only in improving the customer experience, but also in organizing internal progress tracking, assignee management, and history management, making it an effective approach for B2B companies considering standardizing their support operations.<\/p>\n<\/div><\/div>\n\n\n<section class=\"smile-article-cta\"><h2>Looking for a reliable system development partner?<\/h2><p><\/p><ul class=\"smile-list\"><li>At SMILE, we provide end-to-end support tailored to your business challenges and development needs, from requirements analysis and system design to development, testing, operation, and maintenance<\/li><li>We support a wide range of projects, including new system development, enhancement of existing systems, legacy system modernization, AI\/DX initiatives, and system<\/li><li>By combining our Japan-based project coordination with our development team in Vietnam, we deliver flexible support for everything from small-scale enhancements to long-term system development and maintenance<\/li><\/ul><a class=\"smile-article-cta__button\" href=\"\/en\/contact\/\">Discuss Your Project<\/a><\/section><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>\u9867\u5ba2\u304b\u3089\u306e\u4f9d\u983c\u304c\u30e1\u30fc\u30eb\u3084\u62c5\u5f53\u8005\u500b\u5225\u306e\u3084\u308a\u53d6\u308a\u306b\u5206\u6563\u3059\u308b\u3068\u3001\u8ab0&hellip;&nbsp;<a href=\"https:\/\/smilesoftware.org\/en\/%E5%95%8F%E3%81%84%E5%90%88%E3%82%8F%E3%81%9B%E5%AF%BE%E5%BF%9C%E3%82%92%E8%A6%8B%E3%81%88%E3%82%8B%E5%8C%96%E3%81%99%E3%82%8B%E9%A1%A7%E5%AE%A2%E3%83%9D%E3%83%BC%E3%82%BF%E3%83%AB%E3%81%A8\/\" class=\"\" rel=\"bookmark\">Read More &raquo;<span class=\"screen-reader-text\">Building a Customer Portal and Ticket Management System to Improve Visibility into Inquiry Handling<\/span><\/a><\/p>","protected":false},"author":2,"featured_media":5356,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"_themeisle_gutenberg_block_has_review":false,"_ti_tpc_template_sync":false,"_ti_tpc_template_id":"","footnotes":""},"categories":[17],"tags":[40,39,41,33,35],"class_list":["post-5357","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-project","tag-automation","tag-crm-sales","tag-customer-portal","tag-dx","tag-web-system"],"acf":[],"rttpg_featured_image_url":{"full":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image.png",1672,941,false],"landscape":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image.png",1672,941,false],"portraits":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image.png",1672,941,false],"thumbnail":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image-150x150.png",150,150,true],"medium":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image-300x169.png",300,169,true],"large":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image-1024x576.png",1024,576,true],"1536x1536":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image-1536x864.png",1536,864,true],"2048x2048":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image.png",1672,941,false],"trp-custom-language-flag":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image-18x10.png",18,10,true],"neve-blog":["https:\/\/smilesoftware.org\/wp-content\/uploads\/2026\/07\/redmine-1580-featured-image-930x620.png",930,620,true]},"rttpg_author":{"display_name":"\u7b20\u539f \u840c","author_link":"https:\/\/smilesoftware.org\/en\/author\/chinh-man\/"},"rttpg_comment":0,"rttpg_category":"<a href=\"https:\/\/smilesoftware.org\/en\/category\/project\/\" rel=\"category tag\">Project<\/a>","rttpg_excerpt":"\u9867\u5ba2\u304b\u3089\u306e\u4f9d\u983c\u304c\u30e1\u30fc\u30eb\u3084\u62c5\u5f53\u8005\u500b\u5225\u306e\u3084\u308a\u53d6\u308a\u306b\u5206\u6563\u3059\u308b\u3068\u3001\u8ab0&hellip;&nbsp;Read More 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