Case Studies / Opal Chat & Ticketing System

Transforming Employee Support with a Chat-Based Ticketing System

How we developed a scalable chat-based ticketing system for Opal Marketing and Industry LLC, enabling 500+ employees to raise, track, and resolve operational issues seamlessly through a mobile application — improving internal communication, accountability, and resolution speed.

Project Overview

Opal Marketing and Industry LLC, an automotive services provider in Oman, operates with over 500 employees from multiple regions. As the company scaled, managing internal queries and resolving department-level issues became increasingly complex and time-consuming.

To address this, Noukha Technologies designed and implemented a custom-built Chat & Ticketing System that allows employees to raise, categorize, and track issues directly from a mobile application. The system empowers both employees and administrators with real-time communication, transparent ticket management, and structured workflow automation.

Client Profile: Opal Marketing and Industry LLC

  • Industry: Automotive Services
  • Workforce Scale: 500+ employees across multiple divisions
  • Service Focus: Automotive maintenance, repair, and service operations
  • Target Users: Internal employees, HR teams, department administrators

The Challenge: Fragmented Communication and Issue Tracking

With a large employee workforce, Opal faced several challenges in handling internal requests and issue resolutions:

Key Problems Identified:

  • Unstructured Communication: Employees had no unified channel for raising or tracking issues.
  • Delayed Responses: Lack of a proper ticketing system caused delays in addressing employee concerns.
  • No Visibility or Accountability: Employees couldn’t track the status of their raised queries, and admins lacked clear insights into ticket history and resolution timelines.
  • Manual Workload for Admins: Managing requests manually made it difficult to categorize, assign, or prioritize tasks efficiently.

Our Solution: Chat-Based Ticketing System for Mobile and Web

Noukha Technologies developed a complete Chat and Ticketing System that simplified how Opal employees report issues and how administrators manage them. The system was designed for speed, accessibility, and accountability — ensuring every issue is tracked, categorized, and resolved systematically.

Technical Stack

To ensure real-time performance, scalability, and a seamless user experience, the system was engineered using modern, production-grade technologies:

React.js + Next.js (Frontend):

  • Enables fast, responsive interfaces with server-side rendering for optimized performance and better SEO.

Nest.js (Backend):

  • A robust, modular Node.js framework ensures clean architecture, efficient API handling, and secure business logic execution.

MongoDB (Database):

  • A flexible, high-performance NoSQL database used for managing user data, tickets, categories, and divisions with speed and scalability.

WebSockets (Real-Time Connectivity):

  • Powers instant communication between users and the admin dashboard, ensuring real-time ticket updates, status changes, and notifications.

Solution Breakdown

01. Employee Mobile Application

Objective:

To provide every employee with a simple, user-friendly platform to raise and manage issue tickets.

Key Features:

  • Multi-Category Ticketing: Employees can choose from predefined categories (e.g., Food, housing, travel, salary & medical etc…).
  • Multimedia Support: Allows users to attach images, videos, audio clips, or text descriptions for clarity.
  • Real-Time Status Tracking: Employees can view the progress of each ticket — from submission to resolution.
  • Intuitive Chat Interface: Enables back-and-forth communication between the employee and the admin for clarifications.

User Experience:

  • A lightweight, mobile focused design ensures quick adoption among employees, even those with limited technical experience.

02. Admin Management Panel

Objective:

To give administrators full control and visibility over tickets, users, and divisions.

Key Features:

  • Ticket Dashboard: View & filter tickets by category and division.
  • Status Management: Update ticket progress (e.g., Pending, In Progress, Resolved, Closed).
  • User Management: Manage employee profiles and departmental associations.
  • Division-Based Segregation: Organize users by division for efficient handling.
  • Category Configuration: Add or modify issue categories dynamically based on operational needs.

User Experience:

  • The admin interface is designed for clarity and control — providing quick overviews, advanced filtering, and real-time ticket updates through a responsive, analytics-ready dashboard.

Optimized Workflow

01

Ticket Creation

Employee submits a new ticket from the mobile app, selecting the issue category and attaching relevant multimedia.

02

Automated Categorization

The system classifies the ticket based on the chosen category and updates it in the admin dashboard.

03

Admin Review & Action

Admins review incoming tickets, communicate with the employee if clarification is needed, and begin resolution.

04

Ticket Status Updates

Admins change ticket statuses as progress is made, keeping employees informed in real time.

05

Ticket Closure & Reporting

Resolved tickets are archived with detailed status history, ensuring transparency and traceability.

Key Benefits Delivered

⚡

Centralized Issue Management

All employee queries consolidated into one unified system for easy tracking.

🎯

Improved Internal Communication

Real-time chat and notifications reduced response delays across departments.

🔄

Empowered Workforce

Employees can raise, monitor, and close issues directly from their mobile devices.

📈

Efficient Administration

Admins can categorize, prioritize, and resolve tickets faster with structured dashboards.

💰

Operational Transparency

Every issue is tracked, timestamped, and reportable — fostering accountability and insight.

Results & Impact

Since the deployment of the Opal Chat & Ticketing System, the company has achieved measurable operational improvements:

Long-term Impact

  • Reduced Resolution Time: Average issue resolution time dropped significantly due to real-time tracking.
  • Higher Employee Satisfaction: Transparent ticket updates improved internal trust and responsiveness.
  • Streamlined Communication: Centralized system eliminates fragmented channels and confusion.
  • Improved Cross-Department Coordination: Clear categorization and division-based workflows simplified internal operations.

Conclusion

The Opal Chat & Ticketing System stands as a testament to how internal process automation can enhance workforce efficiency and communication in large organizations. By merging mobile accessibilitywith structured ticketing,Noukha Technologies enabled Opal to replace manual issue tracking with a modern, transparent, and scalable digital solution..

This project demonstrates that when technology bridges internal communication gaps, productivity naturally follows. For Opal, the transformation wasn’t just about digitizing support — it was about empowering people, improving collaboration, and building operational clarity at scale.

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