Support Ticket Status

Bringing visibility to your customer’s support tickets

CLIENT

Ada App Hackathon 2020

TYPE

Front-end Development

TOOLS USED

Ada SDK

HTML

CSS

JavaScript

TIMELINE

August 2020

Problem Definition

Most modern businesses have a service management department that uses a ticket-based tool such as ServiceNow or Remedy. They use these tools to manage service requests from initiation to resolution. Oftentimes, when a support ticket is created, customers are left in the dark not knowing how their problem or service request is being addressed or when it will be resolved.

Product Goal

Support tickets can be created in a variety of ways - emails, phone conversations, chatbots, live agents, etc. I wanted to create an interface that allows users to type in their support ticket number and see how far along in the resolution process a business is.

Constaints

  • Must be created from scratch and finished in the allotted 48 hours for the hackathon
  • Must integrate with the Ada SDK

Assumptions

  • Users would receive a ticket number through the medium in which it was created (e.g. email, chatbot, live agent, etc.)

Conclusion

The “Support Ticket Status” Ada app can be applied to a wide range of businesses and customized to meet the unique needs of their industry and customer base.