Intake, assignment and notification are independent concerns, wired together by events so one busy queue never blocks another.
Open, assigned, in progress, resolved, closed or reopened — every transition is timestamped on an auditable timeline.
Administrators route each ticket to a specialised department and an owning agent, transparently visible to the customer.
Customers and agents receive instant in-app notifications on creation, assignment and every status change.
Signed JWT sessions plus role-based policies: customers see only their own tickets, agents and admins see the queue.
Complaint intake, assignment and notification delivery are separate modules communicating through events.
All traffic enters through one routed gateway layer with discovery and load balancing handled by the platform.