Platform Architecture

Enterprise-Grade Microservices Architecture

14 independent services, modern tech stack, 99.9% uptime guarantee

Platform Architecture

Event-driven, scalable, cloud-native design

Application Layer

Core App
Admin App
Analytics App

Microservices Layer (14 Services)

Ticket
SLA
User
Auth
Agent
File
Notify
KB
Integration
Analytics
Voice
Workflow
Secrets
Migration

Event Streaming (Apache Kafka)

Real-time event propagation • Loose coupling • Reliable delivery

Data Layer

PostgreSQL
TimescaleDB
MongoDB
Redis
Elasticsearch
S3/MinIO

14 Microservices Working Together

Independent, scalable, and fault-tolerant

Ticket Service

Core ticket lifecycle, workflows, automation

Integration Service

Jira, Zendesk, ServiceNow connectors

SLA Service

Real-time tracking, breach detection

Agent Service

AI chatbot, NLP, intent recognition

User Service

Organizations, teams, roles, permissions

Auth Service

OAuth2, SSO, JWT, MFA

Notification Service

Email, SMS, push, in-app alerts

Knowledge Base

Help articles, content search

Analytics Service

Metrics, dashboards, anomaly detection

File Service

Upload, processing, virus scanning

Voice Service

Text-to-speech capabilities

Workflow Engine

Automation rules, escalation

Secrets Service

Secure credential storage

Data Migration

Historical data import/export

Four Applications

Purpose-Built Applications

Each designed for specific roles and workflows

Core App

Ticket Management Platform

KEY FEATURES

  • Omnichannel ticket submission
  • AI-powered ticket routing
  • Integration with Jira, Zendesk, ServiceNow
  • Real-time SLA tracking
  • Automated workflows
  • Knowledge base integration
Employees, Support Agents

Admin App

Platform Control Center

KEY FEATURES

  • Organization & team management
  • External integrations hub
  • SLA policy configuration
  • Automation rules engine
  • Knowledge base management
  • System configuration
System Admins, Supervisors

Analytics App

Business Intelligence

KEY FEATURES

  • Real-time dashboards
  • Custom reports builder
  • Anomaly detection (AI)
  • Trend analysis & forecasting
  • 50+ pre-built metrics
  • Time-series analytics
Managers, Executives, CSMs

Modern Technology Stack

Built with industry-leading technologies

Frontend

React
TypeScript
Next.js

API Layer

FastAPI
Python
Async

Event Streaming

Apache Kafka
Real-time

Databases

PostgreSQL
TimescaleDB
MongoDB
Redis

Search

Elasticsearch
Full-text

Storage

S3
MinIO
Scalable

Container Platform

Docker
Kubernetes
Cloud-native

Monitoring

Prometheus
Grafana
OpenTelemetry

See the Platform in Action

Schedule a technical deep-dive or request access to our developer documentation