Operations Platform
Featured
CaseFlow Support Platform
Support ticket and SLA platform with RBAC, WebSocket updates, Redis caching, RabbitMQ jobs, and audit trails.
- Timeline
- 2025 - 2026
- Domain
- Business operations domain
- Team
- 5 people
Overview
Built an internal support ticket and SLA tracking platform that centralizes customer issues, service requests, ownership, comments, attachments, resolution history, and audit-friendly activity trails.
Challenges
- Replacing spreadsheet and chat-based support tracking with structured ticket lifecycle management.
- Keeping ticket status, assignment history, SLA records, audit logs, attachments, and notifications consistent under concurrent updates.
- Making queue views fast enough for keyword search, unread counters, SLA filters, and dashboard summaries.
Solutions
- Modeled priority levels, status transitions, assignee changes, escalation rules, and activity history in PostgreSQL.
- Used transactional updates for core ticket state and RabbitMQ workers for reminders, escalation notifications, email delivery, delayed jobs, and retries.
- Added Redis caching and targeted indexes for advanced filtering, SLA views, unread counters, and workload dashboards.
Process
1
Workflow Mapping
Translated support queues, SLA policies, ownership changes, and audit needs into domain flows.
2 weeks
2
Backend Build
Implemented ticket APIs, RBAC, transactional updates, WebSocket notifications, and background workers.
Ongoing
3
Operations Polish
Improved queue performance, retry handling, dashboard APIs, and audit trail review.
Continuous