How to Build a Help Desk and Customer Support Portal with Next.js 16 and Strapi 5

A comprehensive guide details the creation of a unified customer support portal using Strapi and Next.js, addressing both editorial and transactional content needs. The project utilizes Strapi 5 to manage knowledge base articles and a ticketing system through Content-Types, enforcing ticket status workflows via Document Service middlewares and triggering webhooks for status-change notifications. Next.js 16 is employed to render both public, SEO-optimized knowledge base articles and an authenticated ticket dashboard, with distinct route groups for different functionalities. The guide further explores setting up the backend with PostgreSQL, establishing the frontend with Next.js and Tailwind CSS, and integrating authentication using Strapi's Users & Permissions plugin. By consolidating these functionalities under one backend, teams avoid the complexity and costs of integrating separate systems, while ensuring streamlined content management and support operations. The guide concludes with potential enhancements, including deploying to Strapi Cloud and Vercel, adding full-text search, and building advanced ticket management features.

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