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© 2020 - 2026 ShenDesk

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Reflections on building the product: A journey of blending code, craft, and the human side of customer service.

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Comparisons
4/23/2026

Why I Chose Self-Hosted Customer Service Systems as My Indie Development Direction

I'll analyze this from two dimensions—market landscape and technical architecture—to explain why there is still significant room for growth in this saturated market, and why the technical barriers are much higher than you might imagine.

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Behind the Scenes
4/20/2026

RAG vs. Lucene: Architecting AI Knowledge Bases for On-Premises Customer Support Systems

In this post, I will walk you through the architectural selection and thinking process behind the "Knowledge Base"—the core feature of ShenDesk's AI Intelligent Customer Service—and how I brought it to life.

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Behind the Scenes
3/1/2026

Building a Real-Time Customer Support System - Prologue Architecture, Constraints, and Engineering Decisions

What appears to be a simple interface is, in reality, a layered engineering system that must balance performance, tenant isolation, reliability, and long-term maintainability. The UI may be minimal, but the architecture behind it is anything but simple.

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