The system was built as a thick‑client desktop application that communicated with a centralized backend through SOAP. The client handled most of the interaction logic, while the server exposed structured SOAP endpoints for creating tickets, updating workflow states, exchanging messages, and enforcing SLA rules. This setup kept the interface fast and responsive for support agents and developers while ensuring that all data and workflow logic remained consistent on the server. At its core, the system used a state‑driven workflow model that allowed multiple roles to collaborate on the same ticket without losing context. A ticket moved through a sequence of states such as customer, support, developer, support again, translation, and back to the customer. Each state defined which roles were allowed to act, what actions they could take, and which messages were visible externally. Internal discussions between support, developers, and translators stayed inside the same ticket but were hidden from the customer unless the ticket was in a customer‑facing state. This allowed teams to work together freely while keeping communication with the customer clean and professional. The thick client provided a unified message timeline, state‑aware actions, and automatic tagging of internal versus customer‑visible messages. All participants worked inside the same ticket thread, which eliminated the need for separate email chains or manual tracking. The system also enforced deadlines at two levels: each workflow state had its own response time requirement, and the ticket itself had an overall SLA. The server tracked these deadlines, flagged overdue items, and escalated when necessary. This ensured predictable handoffs between roles and helped the organization respond to customers as quickly as possible. By combining a structured workflow, role‑based visibility, and automated SLA management, the system replaced scattered communication channels with a single, reliable process. Support teams gained full visibility into ticket history, developers received complete context for technical issues, and customers experienced faster, more consistent service across both pre‑sales and post‑sales interactions.