Over the past 6 months I’ve been building a SaaS product called Vicket.
The idea came from a frustration I kept running into while launching side projects.
Every time I needed to add customer support to a product, it felt unnecessarily complicated.
Most support platforms fall into one of these categories:
- expensive tools built for large companies
- products that force their own branding
- external helpdesks that move users outside your product
- complicated integrations
As a developer, it felt strange that adding a support system to a SaaS product wasn’t easier.
So I decided to try building my own.
The idea
The goal was simple:
Allow developers to embed a fully branded support system directly into their product.
Instead of sending users to an external portal, support could live directly inside the application.
That meant building:
- a ticketing system
- customizable ticket forms
- automation workflows
- a help center
- a secure way for users to access their tickets
What the platform does
The platform allows SaaS founders to:
• embed a fully customizable support in their product
• create ticket templates with custom fields
• manage tickets from a central dashboard
• automate actions with workflows
• organize tickets using labels and priorities
• allow users to access tickets via secure tokenized links
The goal is to keep the entire support experience inside your own product and brand.
Tech stack
The project is split into two main parts.
Backend :
- Go
- PostgreSQL
- Redis
Frontend :
- Next.js
- React
- Tailwind
The backend exposes an API that the dashboard and embeddable components communicate with.
This approach makes it possible to integrate the support system into different environments while keeping a single backend.
Challenges while building it
One of the hardest parts wasn’t the ticketing system itself, but designing a structure that could support:
- multi-organization setups
- teams and permissions
- automation workflows
- customizable ticket templates
Another challenge was building a system where end users could interact with tickets without requiring accounts, which led to implementing secure tokenized links.
Why I built this
While working on multiple SaaS projects, I realized that customer support tools were often built for large companies, not for small teams or indie developers.
The goal with Vicket is to provide a developer-friendly support platform that is:
- easy to integrate
- fully white-label
- flexible enough for different SaaS products
The project is now live
After 6 months of development, the first version is now live.
If you're building a SaaS or any product with users, I'd love to hear how you're currently handling support.
What tools are you using?
And what do you wish support platforms did better?
You can check out the project here:
https://vicket.app
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