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Prashant Kumar Singh
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Freelance project · SaaS

TikSy

Every support ticket owned, prioritised and closed without the back-and-forth

TikSy is a ticketing system for support teams: one queue where requests arrive, get an owner and move to resolved. I designed the agent queue, the ticket workspace and the team lead’s overview, and shared the file with the design community.

Role
Product design
Type
Freelance
Platforms
Web
Scope
UX, UI design

01The problem

What needed solving

Support teams lose time before they write a single reply: finding which tickets are theirs, reading long threads to catch up and checking whether someone else is already on it. When ownership is unclear, tickets get answered twice or not at all. The design had to make the queue readable at a glance and a ticket workable without switching screens.

Who it’s for

  • Support agents

    Need to see their own tickets first and reply with the full history in view.

  • Team leads

    Need to spot ageing or unassigned tickets and rebalance work before customers chase.

  • End customers

    Need to know their request was received and what happens next.

02The main flow

From new ticket to resolved

The moment in blue is the one the whole design is built around.

  1. 01

    Ticket arrives

  2. 02

    Routed to a queue

  3. 03

    Agent takes ownership

  4. 04

    Reply with full context

  5. 05

    Resolve and confirm

03Structure

How TikSy is organised

Everything has one home. Getting this right first keeps every screen simpler.

Inbox

  • My tickets
  • Unassigned
  • All open
  • Saved views

Ticket

  • Conversation
  • Internal notes
  • Properties
  • Activity

Customers

  • Profiles
  • Ticket history

Reports

  • Team load
  • Response times
  • Backlog

Settings

  • Queues
  • Macros
  • SLA rules

04Key decisions

Choices that shaped it

What I considered, what I chose, and why.

Decision 01

Take ownership before replying

In a shared queue, two agents can open the same ticket and both start writing an answer.

Considered

Letting anyone reply and showing a warning only after a second reply was sent.

Chosen

I made assignment the first action: an unassigned ticket opens with a single take-ownership button, and the queue row shows who is viewing or typing in real time.

Why it works

A small step up front is cheaper than a duplicate answer, which confuses the customer and wastes an agent’s time.

Decision 02

Notes inline, but impossible to confuse

Agents need internal notes for hand-offs, but a note sent to the customer by mistake is a serious error.

Considered

Moving internal notes into a separate tab away from the conversation.

Chosen

I kept notes inline in the timeline so the story reads in order, but gave them a tinted background and switched the composer’s colour and label in note mode.

Why it works

Notes in a tab get missed at hand-off; a loud mode switch guards against the costly mistake without splitting the history in two.

Decision 03

Sort by time left, not time received

A queue sorted newest first buries the older ticket that is about to miss its response target.

Considered

Sorting by creation date and offering a separate overdue filter.

Chosen

I set the default sort to time remaining against the response target, with a countdown chip on each row that changes colour as the deadline nears.

Why it works

Agents work from the top down, so the order of the list is the real prioritisation tool; a filter only helps those who remember to use it.

05What’s inside

Key features

Smart queues

Saved views split tickets by team, priority or channel so each agent sees their own slice.

Collision alerts

Rows show who is viewing or replying so two agents never answer the same ticket.

Reply macros

Reusable replies fill in customer details and set the status in one step.

Response timers

A countdown on every ticket shows how long is left before it needs a reply.

Team load view

Leads see open tickets per agent and move work across with drag and drop.

06Outcome

What was delivered

Delivered

  • Queue, ticket workspace, customer profile and report screens
  • Ticket lifecycle with statuses, ownership rules and reopen logic
  • Component library with states for rows, chips, composer and sidebars
  • Organised, documented design file shared with the design community

What I learned

  1. 01

    In a support tool the list view does most of the work, so the row design deserved more time than any single screen.

  2. 02

    Safety features like note mode need to be loud. Subtle styling is fine for decoration, not for preventing mistakes.

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