Internal Query & Ticket Management Tool Redesign

The Challenge

The client's internal tool for handling queries and tickets had accumulated friction across three layers: a confusing UX that slowed down triage, service gaps from manual handoffs with unclear ownership, and architectural debt that capped performance as usage grew.

Our Solution

Ran a full review and diagnosis of the existing system to pinpoint root causes across UX, service, and architecture. Designed a user-friendly, robust architecture built around a unified intake layer, automated triage and routing, and a streamlined analyst workspace, then built a working prototype handed to the client's team for execution.

Project Process

From fragmented ticket queue to a unified, redesigned architecture

Diagnosis across UX friction, service gaps, and architectural debt

Working prototype of the redesigned query and ticket console

Results

• Root-cause diagnosis across UX, service, and architectural layers
• New architecture centered on unified intake and automated routing
• Streamlined analyst workspace replacing fragmented ticket views
• Functional prototype delivered for the client's engineering team to build on

Technologies Used