Action-Based Ticketing System

Role

Sole UI/UX Designer

Research, flows, wireframes, interaction design, responsive UI, stakeholder reviews, and developer handoff.

Project duration

3 weeks

Tools

Figma, ChatGpt

Sector

B2B SaaS Platform | End-to-End UX/UI Design

The Brief

UniSouk is a B2B SaaS e-commerce platform that needed a structured support system to handle user issues like refunds, returns, and order disputes — without relying on live chat.

As the sole designer, I owned the end-to-end design of this ticketing system, from early structure to final handoff-ready UI.

PROBLEM

Most support systems are built around conversations — users message, agents respond.

But UniSouk required a different approach:
support requests needed to be structured, action-based, and tied directly to transactions.

The challenge was:

How do you make a user feel supported without a conversational interface?

Users needed to resolve refunds, returns, and disputes through structured actions instead of live chat.

RESEARCH

I analyzed tools like Zoho and Intercom to understand existing ticketing patterns and where they fall short for a non-chat-based system.

Key Insights

Table-based layouts improve scanability for ticket lists

Ticket detail pages must surface status, priority, and order context upfront
Activity timelines help users understand progress without real-time replies

Table-based layouts improve scanability for ticket lists

Ticket detail pages must surface status, priority, and order context upfront
Activity timelines help users understand progress without real-time replies

Grouped related fields to improve hierarchy

Simplified form structure to reduce cognitive load
Prioritized key ticket information above the fold

Design Approach

Due to tight timelines, I started directly with digital wireframes instead of paper sketches, focusing on structure-first thinking.

I iterated closely with product and engineering teams to refine usability:

KEY DESIGN DECISION

The biggest challenge was designing a ticket view that shows all critical information without overwhelming the user.

Each ticket needed to clearly communicate:

Order details and products involved

Reason for the ticket
Status, timestamps, and progress updates
Attachments (if required)

The goal was a single, self-contained view that reduces back-and-forth navigation.

KEY ITEARTION

From modal to inline activity history

Initially

I explored showing the complete activity history in a modal so users could view previous updates without adding more content to the main ticket page.

During reviews, the product and engineering teams pointed out that the product already relied on several pop-ups. Adding another modal could make the workflow feel fragmented and force users to move in and out of context.

Changed to

I redesigned the activity history as an expandable section directly within the ticket details page.

Why

This kept users in the same context while still allowing them to access deeper information only when needed. It also reduced unnecessary overlays and made the ticket-review flow feel more continuous.