Objective
In a B2B SaaS e-commerce platform, the support system needed a smarter way to manage user issues — one that didn’t rely on live conversations or chat windows like Intercom or Zoho. As the sole designer, I was tasked with designing an action-based ticketing system from the ground up.
Scope: Build a responsive, action-triggered ticketing system that enables users to raise structured tickets without any direct conversation.
Unlike platforms that offer chat-style support windows, our use case demanded a more contextual, form-based experience tied to actions — like refund, returns, or many other's.
I conducted UI-focused research to understand what worked in existing tools — and what we needed to rethink:
Why do they use conversation-first designs?
How do they handle status updates, field clarity, and ticket details?
What happens when conversation is removed?
I observed Most ticketing designs use a table format because it effectively displays all the relevant information. This approach is efficient and convenient for users.
The ticket detail page displays a variety of relevant and important information, including the ticket's status, priority, an overview of order details, and much more.
Shown the activities related to the ticket, such as when it was raised, the actions taken, and any other relevant updates in the ticketing section.
After the initial wireframes were shared, I gathered internal feedback from the product and engineering teams. Based on this feedback, I made several iterations to improve:
Grouped related fields for better visual hierarchy.
Improved form clarity to reduce cognitive load.
Prioritized ticket information for quicker understanding and access.
One critical UX decision was to show all relevant info inside the ticket flow — not make users click through 3–4 pages just to find order details. I carefully designed layouts that surfaced:
All within a compact, readable, responsive interface.
Fully responsive ticketing system, ready for development
Removed the need for conversation while still making users feel heard
Internal stakeholders appreciated the fast turnaround and clean UX
Laid groundwork for future scalable support components
Designing without traditional flows is possible: Jumping straight into Figma helped me move faster while still maintaining clarity in structure and logic.
UI-focused competitor research pays off: Studying how tools like Zoho and Intercom handle conversations helped me understand what to eliminate or rethink in a no-chat system.
Personal habits can be challenged: Skipping my usual paper wireframes forced me to adapt and still maintain design quality.
Feedback = better UX: Iterations based on internal reviews improved information grouping, hierarchy, and field prioritization.
Fast solo design in startups = real ownership: Being the only designer taught me how to lead decisions independently, while still aligning tightly with product and engineering.
Add automated ticket status updates to keep users informed.
Use AI-based ticket tagging to auto-suggest categories and priorities.
Integrate a chat window to connect users with the salesperson directly.