Queue of tickets

Queue of tickets

The queue of tickets is one area of the product that agents interact with the most.

Our first exploration was designed to give the agent a fast response to tickets coming in the queue. Based on our interviews, we collect that agents are most of the time working on a smaller amount of tickets with a quick response time.

However, with time we saw that this research was not covering all the types of users coming to use Inbox, and customers were complaining about the scalability of this design since it didn’t allow them to handle multiple tickets.

Besides that, tickets were getting lost in both queues and they were wasting a lot of time searching for the tickets they needed to work with. To improve this we redesigned the queue navigation and implemented tabs and filters. Allowing for more tickets to be handled and better findability.