Managing support without losing product context
When tickets, live conversations, files, and crash reports from multiple products and versions remain in separate channels, support teams lose both customer context and resolution history.
Knowledge must match the customer’s exact product version, private support links must remain secure, and handovers between agents must happen in real time. These requirements need to work as one system.
A secure portal for the complete support operation
The platform managed requests opened from an application or the web with status, priority, assignment, files, and an audit trail. Live sessions added team transfers, typing and read states, and file sharing through real-time communication.
Release notes, private quick guides, and support articles were related to product versions. Crash reports and operational dashboards completed a shared feedback loop that exposed recurring issues and team workload.
Key product capabilities
Multi-channel ticket management
A workflow for desktop, web, and live-support requests with status, priority, ownership, files, and audit history.
Real-time support
SignalR-powered conversations, agent transfer, typing indicators, read states, and continuous live communication.
Version-aware knowledge
Controlled delivery of guides, announcements, and solutions appropriate to each user’s product and version.
Security and operational analytics
Role policies, time-limited private links, rate limiting, and team performance indicators in one foundation.
Technical scope
- .NET and ASP.NET Core
- PostgreSQL and Entity Framework Core
- JWT and rotating HttpOnly refresh tokens
- SignalR live communication
- Role and policy-based authorisation
- Content sanitisation, rate limiting, and security headers
What it enables
Making the full lifecycle visible—from first message through resolution and reusable knowledge—reduces the dependence of support quality on individual memory.
Solving product integration, real-time communication, content management, and security in one architecture creates a durable service layer for long-lived software products.