Case 07 of 10

Ticketing

Internal issue management, assigning tickets across departments.

• My part: Contributed (owned features, logic or change requests)
• Role: Business logic contributor
• Where: Pexus product suite · ING Tech

The picture on this page is a concept illustration, not a product screenshot.

The problem

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 responsibility

Business logic and product ideas, not ownership of the product as a whole.

• Contributed ideas and product input to the system's major business logic.
• Worked on the workflow and rules governing ticket handling.

Decisions and contributions

• 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.

Working with engineering, QA and stakeholders

• Collaborated on defining product behaviour around the ticket-resolution process.

Outcomes

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