CaseFlow
Support ticket & SLA tracking platform
Backend Developer2025 — 20265 engineers
0k+
tickets / quarter
72% → 95%
SLA compliance
<0ms
p95 queue queries
OVERVIEW
An internal operations platform that replaced spreadsheet and chat-based support tracking with structured ticket lifecycles: ownership, comments, attachments, SLA deadlines, escalation rules, and audit-friendly activity history.
CHALLENGES
- Keeping ticket status, assignment history, SLA records, and audit logs consistent under concurrent updates.
- Queue views needed keyword search, unread counters, SLA filters, and dashboards — fast.
- SLA breaches went unnoticed in the old spreadsheet workflow.
SOLUTIONS
- Modeled priorities, status transitions, escalation rules, and activity history in PostgreSQL with transactional updates for core state.
- Added targeted indexes plus Redis caching for filtering, counters, and dashboard summaries.
- RabbitMQ workers drive SLA reminders, escalation notifications, email delivery, and retry handling; WebSocket pushes live queue updates.
RESULTS
- SLA compliance rose from 72% to 95% within two quarters of rollout.
- p95 under 200ms on queue queries at 10k+ tickets per quarter.
- Full audit trail adopted by support leads for weekly review, replacing three spreadsheets.
TECH STACK
- Node.js
- Express
- PostgreSQL
- Redis
- RabbitMQ
- MinIO
- WebSocket
- RBAC
- Docker
ARCHITECTURE
PROCESS
- 012 weeks
Workflow mapping
Translated support queues, SLA policies, and audit needs into domain flows.
- 028 months
Backend build
Ticket APIs, RBAC, transactional updates, workers, WebSocket.
- 03Continuous
Operations polish
Queue performance, retries, dashboards.