Backend Developer

CaseFlow

Support ticket & SLA tracking platform

2025 — 2026·5 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.

Architecture

Tech stack

Node.js
Express
PostgreSQL
Redis
RabbitMQ
MinIO
WebSocket
RBAC
Docker

Process

01
Workflow mapping
2 weeks
Translated support queues, SLA policies, and audit needs into domain flows.
02
Backend build
8 months
Ticket APIs, RBAC, transactional updates, workers, WebSocket.
03
Operations polish
Continuous
Queue performance, retries, dashboards.

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