INTERNSHIP
STAKEHOLDER & DEVELOPMENT COLLABORATION
STAKEHOLDER & DEV COLLABORATION
FIGMA
Parrot Ticketing System
Agent & Supervisor Dashboard Enhancement
Problem
Parrot was limited by inefficient manual tracking of issues. To transform into an end-to-end support platform and enable growth, they needed a new ticketing system to empower backend users (agents, supervisors) with seamless issue management.
Business Goal
Introduce a comprehensive ticketing feature to boost operational efficiency, improve service resolution times, and position Parrot as an all-in-one intelligent assistant for both customers and backend teams.
Solution
Design a feature allowing users to:
View tickets assigned to a particular customer.
Filter by date, tags, ownership, and ticket status.
Create new tickets and view ticket details such as status, type, parent ticket, tags, descriptions, and comments.
Stakeholder Interviews
Since this was a new feature built from the ground up, I collaborated directly with the CEO, one of the co-founders, and the backend developer to ensure the ticketing system aligned with both business goals and technical feasibility.
Through initial meetings and ongoing discussions, I gained a deep understanding of:
The purpose of a ticketing system — how it streamlines issue tracking, improves task management, and supports backend teams.
Core Ticket Fields: I familiarized myself with critical fields required for efficient ticket handling:
Competitor Analysis
To design an effective and user-friendly ticketing system for Parrot, I analyzed existing industry leaders like Jira and Freshdesk to identify their strengths, weaknesses, and usability gaps. Since Parrot is introducing ticketing as a new feature, this analysis helped me extract the best functionalities while avoiding common pain points.
By evaluating workflow complexity, customization options, automation capabilities, and user experience, I ensured that Parrot's ticketing system would be intuitive, scalable, and adaptable to different business needs. This research directly informed the system's design, emphasizing clear ticket ownership, streamlined filtering, and ease of use to create a seamless experience for all users.
Competitor Feature Comparison
Strengths and opportunities
Designed for non-technical users – Unlike Jira, Parrot’s ticketing system should focus on a simple UI.
Clear ticket ownership – Avoids orphaned tickets, ensuring accountability.
Custom filters & search – Inspired by Jira but made easier for all users.
More customization options – Unlike Freshdesk, businesses should be able to adapt the system to their needs.
Balanced automation – Freshdesk lacks advanced automation, and Jira is too complex. Parrot can offer simple yet effective automation features.
Affordable & scalable – Provide an efficient system that scales without high costs.
Areas to Avoid
Overcomplicating workflows like Jira.
Limited automation/customization like Freshdesk.
High learning curve – The system should be easy for all backend users to adopt.
Clear ticket ownership – Avoids orphaned tickets, ensuring accountability.
Custom filters & search – Inspired by Jira but made easier for all users.
More customization options – Unlike Freshdesk, businesses should be able to adapt the system to their needs.
Balanced automation – Freshdesk lacks advanced automation, and Jira is too complex. Parrot can offer simple yet effective automation features.
Affordable & scalable – Provide an efficient system that scales without high costs.
Areas to Avoid
Overcomplicating workflows like Jira.
Limited automation/customization like Freshdesk.
High learning curve – The system should be easy for all backend users to adopt.
Wireframes
To align stakeholder needs with user experience, I created rough drafts for each feature, refining them through iterative feedback from the CEO, co-founder, and developer. By addressing usability and workflow challenges, I ensured the final wireframes enhance ticket visibility, filtering, and task management.
Here are the final wireframes, shaped by continuous refinement:
High Fidelity Wireframes
After refining the low-fidelity wireframes based on stakeholder feedback and usability considerations, I developed high-fidelity wireframes to bring the Parrot Ticketing System to life. These screens focus on intuitive navigation, clear hierarchy, and an efficient ticket management workflow to ensure a seamless user experience.
Key enhancements include:
A structured ticket detail view for quick access to essential information.
A refined filtering system for efficient ticket tracking and organization.
An improved ticket creation flow with clearly defined input fields.
A well-organized ticket list page with easy sorting and filtering options.
I began by replicating the agent's desk setup to maintain familiarity. To seamlessly integrate the ticket creation feature, I added a "Create Ticket" button in the top right corner. Additionally, a hidden right panel was introduced, displaying both ongoing and closed tickets for the customer the agent is assisting, ensuring quick access to ticket history.
Next, I incorporated a search bar and an advanced filtering system to refine tickets by date, tag, and task ownership. Each dropdown included additional filtering options such as Today, Yesterday, Last Week, Last Month, and Custom. Selecting Custom opens a calendar view, allowing users to set a specific date range for precise ticket searches.
Users can filter by business-relevant tags with a search option for quick access. Task Ownership filters include Assigned to Me, Assigned by Me, and Unassigned, which can be combined. Filters can be cleared individually or all at once.
I designed a detailed ticket view displaying key information like title, ID, parent ticket, tags, description, attachments, comments, type, status, creation date, and activity history tracking its lifecycle. Users can create new tickets with fields for type, seniority, priority, status, and customer details.
A separate tickets page lists all tickets, allowing users to filter by ownership and additional criteria for better organization.
Conclusion
This project involved designing a streamlined ticketing system from the ground up, ensuring it met both business needs and user expectations. By integrating research insights, stakeholder feedback, and intuitive UI elements, the final design enhances efficiency, improves ticket tracking, and simplifies workflows. Moving forward, further testing and refinements can optimize the experience even more.
Hi
Let’s build something impactful together
INTERNSHIP
STAKEHOLDER & DEVELOPMENT COLLABORATION
STAKEHOLDER & DEV COLLABORATION
FIGMA
Parrot Ticketing System
Agent & Supervisor Dashboard Enhancement
Problem
Parrot was limited by inefficient manual tracking of issues. To transform into an end-to-end support platform and enable growth, they needed a new ticketing system to empower backend users (agents, supervisors) with seamless issue management.
Business Goal
Introduce a comprehensive ticketing feature to boost operational efficiency, improve service resolution times, and position Parrot as an all-in-one intelligent assistant for both customers and backend teams.
Solution
Design a feature allowing users to:
View tickets assigned to a particular customer.
Filter by date, tags, ownership, and ticket status.
Create new tickets and view ticket details such as status, type, parent ticket, tags, descriptions, and comments.
Stakeholder Interviews
Since this was a new feature built from the ground up, I collaborated directly with the CEO, one of the co-founders, and the backend developer to ensure the ticketing system aligned with both business goals and technical feasibility.
Through initial meetings and ongoing discussions, I gained a deep understanding of:
The purpose of a ticketing system — how it streamlines issue tracking, improves task management, and supports backend teams.
Core Ticket Fields: I familiarized myself with critical fields required for efficient ticket handling:
Competitor Analysis
To design an effective and user-friendly ticketing system for Parrot, I analyzed existing industry leaders like Jira and Freshdesk to identify their strengths, weaknesses, and usability gaps. Since Parrot is introducing ticketing as a new feature, this analysis helped me extract the best functionalities while avoiding common pain points.
By evaluating workflow complexity, customization options, automation capabilities, and user experience, I ensured that Parrot's ticketing system would be intuitive, scalable, and adaptable to different business needs. This research directly informed the system's design, emphasizing clear ticket ownership, streamlined filtering, and ease of use to create a seamless experience for all users.
Competitor Feature Comparison
Strengths and opportunities
Designed for non-technical users – Unlike Jira, Parrot’s ticketing system should focus on a simple UI.
Clear ticket ownership – Avoids orphaned tickets, ensuring accountability.
Custom filters & search – Inspired by Jira but made easier for all users.
More customization options – Unlike Freshdesk, businesses should be able to adapt the system to their needs.
Balanced automation – Freshdesk lacks advanced automation, and Jira is too complex. Parrot can offer simple yet effective automation features.
Affordable & scalable – Provide an efficient system that scales without high costs.
Areas to Avoid
Overcomplicating workflows like Jira.
Limited automation/customization like Freshdesk.
High learning curve – The system should be easy for all backend users to adopt.
Clear ticket ownership – Avoids orphaned tickets, ensuring accountability.
Custom filters & search – Inspired by Jira but made easier for all users.
More customization options – Unlike Freshdesk, businesses should be able to adapt the system to their needs.
Balanced automation – Freshdesk lacks advanced automation, and Jira is too complex. Parrot can offer simple yet effective automation features.
Affordable & scalable – Provide an efficient system that scales without high costs.
Areas to Avoid
Overcomplicating workflows like Jira.
Limited automation/customization like Freshdesk.
High learning curve – The system should be easy for all backend users to adopt.
Wireframes
To align stakeholder needs with user experience, I created rough drafts for each feature, refining them through iterative feedback from the CEO, co-founder, and developer. By addressing usability and workflow challenges, I ensured the final wireframes enhance ticket visibility, filtering, and task management.
Here are the final wireframes, shaped by continuous refinement:
High Fidelity Wireframes
After refining the low-fidelity wireframes based on stakeholder feedback and usability considerations, I developed high-fidelity wireframes to bring the Parrot Ticketing System to life. These screens focus on intuitive navigation, clear hierarchy, and an efficient ticket management workflow to ensure a seamless user experience.
Key enhancements include:
A structured ticket detail view for quick access to essential information.
A refined filtering system for efficient ticket tracking and organization.
An improved ticket creation flow with clearly defined input fields.
A well-organized ticket list page with easy sorting and filtering options.
I began by replicating the agent's desk setup to maintain familiarity. To seamlessly integrate the ticket creation feature, I added a "Create Ticket" button in the top right corner. Additionally, a hidden right panel was introduced, displaying both ongoing and closed tickets for the customer the agent is assisting, ensuring quick access to ticket history.
Next, I incorporated a search bar and an advanced filtering system to refine tickets by date, tag, and task ownership. Each dropdown included additional filtering options such as Today, Yesterday, Last Week, Last Month, and Custom. Selecting Custom opens a calendar view, allowing users to set a specific date range for precise ticket searches.
Users can filter by business-relevant tags with a search option for quick access. Task Ownership filters include Assigned to Me, Assigned by Me, and Unassigned, which can be combined. Filters can be cleared individually or all at once.
I designed a detailed ticket view displaying key information like title, ID, parent ticket, tags, description, attachments, comments, type, status, creation date, and activity history tracking its lifecycle. Users can create new tickets with fields for type, seniority, priority, status, and customer details.
A separate tickets page lists all tickets, allowing users to filter by ownership and additional criteria for better organization.
Conclusion
This project involved designing a streamlined ticketing system from the ground up, ensuring it met both business needs and user expectations. By integrating research insights, stakeholder feedback, and intuitive UI elements, the final design enhances efficiency, improves ticket tracking, and simplifies workflows. Moving forward, further testing and refinements can optimize the experience even more.
Hi
Let’s build something impactful together
INTERNSHIP
STAKEHOLDER & DEVELOPMENT COLLABORATION
STAKEHOLDER & DEV COLLABORATION
FIGMA
Parrot Ticketing System
Agent & Supervisor Dashboard Enhancement
Problem
Parrot was limited by inefficient manual tracking of issues. To transform into an end-to-end support platform and enable growth, they needed a new ticketing system to empower backend users (agents, supervisors) with seamless issue management.
Business Goal
Introduce a comprehensive ticketing feature to boost operational efficiency, improve service resolution times, and position Parrot as an all-in-one intelligent assistant for both customers and backend teams.
Solution
Design a feature allowing users to:
View tickets assigned to a particular customer.
Filter by date, tags, ownership, and ticket status.
Create new tickets and view ticket details such as status, type, parent ticket, tags, descriptions, and comments.
Stakeholder Interviews
Since this was a new feature built from the ground up, I collaborated directly with the CEO, one of the co-founders, and the backend developer to ensure the ticketing system aligned with both business goals and technical feasibility.
Through initial meetings and ongoing discussions, I gained a deep understanding of:
The purpose of a ticketing system — how it streamlines issue tracking, improves task management, and supports backend teams.
Core Ticket Fields: I familiarized myself with critical fields required for efficient ticket handling:
Competitor Analysis
To design an effective and user-friendly ticketing system for Parrot, I analyzed existing industry leaders like Jira and Freshdesk to identify their strengths, weaknesses, and usability gaps. Since Parrot is introducing ticketing as a new feature, this analysis helped me extract the best functionalities while avoiding common pain points.
By evaluating workflow complexity, customization options, automation capabilities, and user experience, I ensured that Parrot's ticketing system would be intuitive, scalable, and adaptable to different business needs. This research directly informed the system's design, emphasizing clear ticket ownership, streamlined filtering, and ease of use to create a seamless experience for all users.
Competitor Feature Comparison
Strengths and opportunities
Designed for non-technical users – Unlike Jira, Parrot’s ticketing system should focus on a simple UI.
Clear ticket ownership – Avoids orphaned tickets, ensuring accountability.
Custom filters & search – Inspired by Jira but made easier for all users.
More customization options – Unlike Freshdesk, businesses should be able to adapt the system to their needs.
Balanced automation – Freshdesk lacks advanced automation, and Jira is too complex. Parrot can offer simple yet effective automation features.
Affordable & scalable – Provide an efficient system that scales without high costs.
Areas to Avoid
Overcomplicating workflows like Jira.
Limited automation/customization like Freshdesk.
High learning curve – The system should be easy for all backend users to adopt.
Clear ticket ownership – Avoids orphaned tickets, ensuring accountability.
Custom filters & search – Inspired by Jira but made easier for all users.
More customization options – Unlike Freshdesk, businesses should be able to adapt the system to their needs.
Balanced automation – Freshdesk lacks advanced automation, and Jira is too complex. Parrot can offer simple yet effective automation features.
Affordable & scalable – Provide an efficient system that scales without high costs.
Areas to Avoid
Overcomplicating workflows like Jira.
Limited automation/customization like Freshdesk.
High learning curve – The system should be easy for all backend users to adopt.
Wireframes
To align stakeholder needs with user experience, I created rough drafts for each feature, refining them through iterative feedback from the CEO, co-founder, and developer. By addressing usability and workflow challenges, I ensured the final wireframes enhance ticket visibility, filtering, and task management.
Here are the final wireframes, shaped by continuous refinement:
High Fidelity Wireframes
After refining the low-fidelity wireframes based on stakeholder feedback and usability considerations, I developed high-fidelity wireframes to bring the Parrot Ticketing System to life. These screens focus on intuitive navigation, clear hierarchy, and an efficient ticket management workflow to ensure a seamless user experience.
Key enhancements include:
A structured ticket detail view for quick access to essential information.
A refined filtering system for efficient ticket tracking and organization.
An improved ticket creation flow with clearly defined input fields.
A well-organized ticket list page with easy sorting and filtering options.
I began by replicating the agent's desk setup to maintain familiarity. To seamlessly integrate the ticket creation feature, I added a "Create Ticket" button in the top right corner. Additionally, a hidden right panel was introduced, displaying both ongoing and closed tickets for the customer the agent is assisting, ensuring quick access to ticket history.
Next, I incorporated a search bar and an advanced filtering system to refine tickets by date, tag, and task ownership. Each dropdown included additional filtering options such as Today, Yesterday, Last Week, Last Month, and Custom. Selecting Custom opens a calendar view, allowing users to set a specific date range for precise ticket searches.
Users can filter by business-relevant tags with a search option for quick access. Task Ownership filters include Assigned to Me, Assigned by Me, and Unassigned, which can be combined. Filters can be cleared individually or all at once.
I designed a detailed ticket view displaying key information like title, ID, parent ticket, tags, description, attachments, comments, type, status, creation date, and activity history tracking its lifecycle. Users can create new tickets with fields for type, seniority, priority, status, and customer details.
A separate tickets page lists all tickets, allowing users to filter by ownership and additional criteria for better organization.
Conclusion
This project involved designing a streamlined ticketing system from the ground up, ensuring it met both business needs and user expectations. By integrating research insights, stakeholder feedback, and intuitive UI elements, the final design enhances efficiency, improves ticket tracking, and simplifies workflows. Moving forward, further testing and refinements can optimize the experience even more.
Hi