Optimizing Internal Customer Support with On-Premises Microservices Architecture 

Overview 

Our client required a centralized Customer Support/Helpdesk System to streamline internal support operations. The platform needed to offer a complete range of functionalities, including ticket management, live chat, knowledge base access, performance reporting, and workflow automation. Given the organization’s data governance policies, cloud deployment was not an option—making an on-premises infrastructure the ideal choice. 

Icetea Software responded with a microservices-driven solution, deployed on a private data center and orchestrated via Kubernetes. This architecture ensures high availability, operational efficiency, and seamless scalability—all while preserving data integrity and security. 

Challenges 

Fragmented Support Channels 

Support was previously handled through disconnected tools such as email, phone calls, and chat platforms. This made it difficult to track issues, assign responsibilities, and ensure timely resolution across teams. 

Rigid and Fragile System Architecture 

The legacy monolithic setup lacked scalability and resilience. A single failure could impact the entire system, and the platform often underperformed during high-demand periods. 

Lack of a Central Knowledge Base 

Agents had no structured, shared repository of information, leading to repetitive inquiries and inconsistent responses. New staff faced steep learning curves without access to institutional knowledge. 

Limited Monitoring and Observability 

Without real-time metrics or centralized logs, the IT team struggled to identify performance issues or monitor system health proactively. 

Strict Data Compliance Requirements 

Due to internal governance policies, public cloud services were not an option. The system had to be fully deployed on-premises while still offering cloud-like flexibility and efficiency. 

Solutions 

To address these challenges, Icetea Software delivered a comprehensive technical solution featuring: 

Microservices Architecture with Node.js 

The application was broken down into modular services—Ticket Management, User Management, Knowledge Base, Reporting, Notifications, and Admin Dashboard—each containerized using Docker and managed through Kubernetes for scalability and failover recovery. 

On-Premises Infrastructure 

The system was hosted entirely within the organization’s private data center. Application, database, cache, and file storage services were distributed across multiple physical and virtual servers, all running on stable Linux distributions. 

Multi-Tier Database Strategy 

• Relational Databases (PostgreSQL/MySQL) handled structured data such as user profiles and ticket metadata. 

• NoSQL (MongoDB) supported storage for semi-structured data like chat history and knowledge articles. 

• Redis was deployed for high-speed caching of frequent data requests, including ticket status and agent availability. 

Secure Networking 

A segmented VLAN and internal firewalls isolated public-facing services from internal systems. SSL/TLS encryption was applied across all communications, with secure internal access managed via VPN. 

CI/CD Pipeline for On-Prem Deployment 

Icetea Software implemented a fully automated CI/CD pipeline: 

• Code validation and testing on dedicated environments 

• Container image management via an internal registry 

• Kubernetes-based deployments with autoscaling and rollback capabilities 

• Real-time monitoring and logging through Prometheus, Grafana, and ELK Stack 

Results and Impacts 

Centralized and Streamlined Operations 

The new platform unified all key support components—ticketing, live chat, reporting, and knowledge sharing—into a cohesive system, improving agent collaboration and service consistency. 

Improved Scalability and Reliability 

Kubernetes enabled automatic scaling and fault isolation at the microservice level, reducing downtime and ensuring smoother user experiences during peak load. 

Enhanced Security and Compliance 

On-premises deployment provided full control over infrastructure, while encryption, VPN access, and network segmentation ensured data privacy and regulatory alignment. 

Faster Development and Deployment Cycles 

The integrated CI/CD pipeline allowed for quick and safe rollouts of new features and patches, reducing deployment errors and shortening feedback loops. 

Actionable Visibility 

Dashboards and centralized logs gave teams real-time insights into system usage and performance, supporting proactive issue resolution and continuous improvement. 

About Icetea Software 

Icetea Software delivers real value through cutting-edge technologies and agile, expert-driven services. We specialize in blockchain, artificial intelligence (AI), Internet of Things (IoT), cybersecurity, and mobile app development, offering end-to-end solutions tailored to modern business needs. 

Whether you’re building the next decentralized platform or optimizing internal systems with AI and microservices, Icetea Software is your trusted partner for fast, secure, and future-ready innovation. 

Contact Icetea Software today to learn more about our enterprise support solutions.