Architecture Overview
Layered Architecture + Vertical Slice Architecture
SupportSuite is engineered as a pragmatic hybrid of Layered Architecture and Vertical Slice Architecture. Layered Architecture provides clear structural separation between presentation, application, domain, and infrastructure layers — establishing predictable dependency flow and enforced boundaries following SOLID principles. Vertical Slice Architecture organizes each business feature as a complete vertical unit, ensuring that ticket management, escalation workflows, SLA enforcement, and agent assignment each live in their own cohesive, independently testable feature slice.
This combination is particularly effective for workflow-driven support systems where domain boundaries are well-understood and long-term maintainability is critical. Each feature remains independently navigable, each layer independently testable, and the overall system structure remains comprehensible and extensible as the domain grows.
Layered Separation
Presentation, application, domain, and infrastructure layers each have clearly defined responsibilities with enforced dependency flow following the Dependency Inversion Principle.
Vertical Feature Slices
Each business feature — ticket management, escalation, SLA enforcement — is organized as a complete vertical unit, independently navigable, testable, and adhering to the Single Responsibility Principle.
Explicit Workflow States
Service request lifecycle states are domain-owned following DDD principles — transitions are governed by business rules, enforcing valid state changes at the application level.
Permission-Based Access
Granular permission enforcement at the API boundary via ASP.NET Core Identity and custom policy providers ensures each role operates within precisely defined authorization boundaries.
Technology Stack
Architecture & Patterns
Data & Persistence
Security & Authorization
API & Validation
Testing & Quality
Cross-Cutting Concerns
System Design
SupportSuite is designed around an explicit workflow engine model where service requests move through well-defined lifecycle states — open, assigned, in-progress, escalated, resolved, closed — governed by domain rules that enforce valid transitions. Each state change is an explicit domain operation following DDD principles, not a simple field update, ensuring that business rules around SLA enforcement and escalation thresholds are applied consistently and reliably throughout the system.
The layered structure enforces clear separation of concerns following SOLID principles: the application layer orchestrates workflows and coordinates services, the domain layer owns business rules and state transitions, and the infrastructure layer handles persistence via EF Core with SQL Server, notification dispatch, and external integrations including AI-powered features. Each vertical feature slice contains its own application service, domain model, repository, and API endpoint — organized by business capability rather than technical concern.
Permission-based access control with ASP.NET Core Identity ensures agents, supervisors, and administrators each operate within their precisely defined boundaries — ticket reassignment, escalation override, and system configuration each require explicit permissions enforced at the API level via custom policy providers. Comprehensive audit trails record every state change, assignment, and resolution action with full user context and timestamps for compliance and operational accountability.