Case study 06 of 09

Ticketing

Issue and ticket resolution

An internal issue-resolution system where I shaped the business logic: how tickets are raised, routed to departments and resolved.

• Role: Business logic contributor
• Organisation: Pexus Tech
• Domain: Internal operations · service workflow
• Scope of involvement: Business logic (shaped the workflow and business rules)

Overview

Ticketing is an internal issue-resolution platform. Users raise tickets describing problems or requests, and each ticket is assigned to the appropriate department for investigation and resolution through a structured routing workflow.

Product challenge

Issues and requests only get resolved when they reach the right team. The system needs clear rules for how a ticket is raised, who it goes to and how it moves through to closure.

My role

Business logic and workflow contributions. I did not own Ticketing as a whole; my contribution was to the rules and workflow behind it.

• Contributed ideas and product input to the system's major business logic.
• Worked on the underlying workflow and rules governing ticket handling.
• Helped shape how issues are raised, assigned to designated departments and resolved.
• Collaborated on defining product behaviour around the ticket-resolution process.

Key features

The core process the business logic governs:

• Ticket submission: a user raises a problem or request.
• Department assignment: the ticket is routed to the responsible department.
• Investigation and resolution: that team works the issue.
• Status update and closure: progress is reflected and the ticket is closed.

Product thinking

• Intake: what a ticket needs to describe so it can be acted on.
• Routing: the rules that decide which department a ticket belongs to.
• States: how a ticket moves from open, through resolution, to closure.

Outcome

A structured ticket-resolution workflow, from submission through department assignment to resolution and closure.

Skills demonstrated

Business analysis · Workflow design · Business-rule definition · Stakeholder collaboration