B2B SAAS · INTERNAL TOOL
Giving every support request an owner
At Engaz, I led the UX/UI design of an internal ticketing system for the CRM. In one month, we delivered an MVP that lets teams submit, assign and track support tickets in one place.
COMPANY
Engaz AI
ROLE
Product Designer
TIMELINE
1 month (phase 1)
TYPE
Internal SaaS tool (B2B)
WORKED WITH
Product Manager, Support Lead
The ticketing system, phase one.
01
The problem
There was no central, scalable tool for client requests and internal support. Without a proper ticketing system, communication was scattered, nobody clearly owned an issue, and follow-up was tracked inconsistently.
02
The goal
Design the first phase of a ticketing system where teams can receive and categorize tickets, assign them and update their status, collaborate internally, and see each ticket’s details and conversation history.
03
Understanding the problem
I worked closely with the product manager and the Support Lead to define the business goals and the features the MVP needed. We prioritized a clear ticket hierarchy, role-based permissions and an action-focused interface.
04
Information architecture
To reduce cognitive load, I structured the system around four parts: the ticket list as the main dashboard, a ticket details view with tabs, a create-ticket flow, and the sidebar as the main navigation, because of how central it is to people’s workflow.
05
Design decisions
A wider preview sidebar. It holds the main functions, like previewing and taking action, so I made it wider than usual for readability and easier interaction.
Status tags and assignees, shown prominently in list and detail views for quick scanning.
Tabs inside each ticket to switch between messages, history and internal notes.
A layout that stays readable across desktop breakpoints.
06
Who it’s for
Two personas guided the design: the Sales Team Leader and the Support Team Leader.
Persona: Sales Team Leader.
Persona: Support Team Leader.
Bulk actions in the ticket queue.
Filtering the ticket queue.
07
Outcome
A solid MVP with a scalable foundation, delivered on time.
Developers built the first phase with minimal friction, thanks to a clear component structure.
Internal stakeholders praised the clarity of the design and how easy it was to use.
A closed ticket, with Jira integration and the ticket log.
Managing users and roles.
08
Next steps
Phase two was planned to add search and advanced filters, ticket prioritization, and an analytics and reporting module.