SyncroMSP
Phase 1 and 2 of technicians dashboard explorations in dark mode.
IT Technician dashboard explorations from first time user to a profile with more integrations activated. I interviewed customers to find out what the most important thing they need to see first thing when logging into the product. We then prepared various experiences ranging from first time users, to long time customers, and set the modules they would see based on that. The second phase of this project was to allow the end users to customize their dashboards based on their role.
Ticket Views
The Project
In the IT managed service provider sector, ticket boards is a large part of the day for technicians, and the customer need was to have more insight and ways to organize their ticket views and assignments. A manager also had needs to organize the ticket views, assignments, and tag the incoming tickets according to specific needs, like VIP, On-Hold, Overdue, In-progress. This introduced both a new filtering method, a system of tags, and a way to pin the most important tags to the top of their list.
This was the before version of the top part of the page: the filters, dizzying array of buttons and confusing UI for the end users on the Tickets page.
The Problem
Most MSPs tend to think in terms of ticket boards, similar to the Kanban Boards or with a "round robin" system to assigning incoming help desk tickets. Within the framework of the roadmap, we were tasked with adding deep functionality, without changing much in the structure of the page layouts themselves, which took the kanban board idea and put it aside.
The most important of the goals was to enable the technician to customize his own views of his incoming assigned tickets, to be able to order them, and pin to the top the most important tags, and for the management to be able to assign specific views to individuals to ensure that they didn't waste any time looking for the right tickets to solve.
Early iteration: did we want the ticket views panel to slide in from the left? It wasn't as popular with the end users so we ditched it.
We checked in with the customers throughout the journey.
Later iteration: we decided to keep it as the primary dropdown in the filter row, (muscle memory being an important factor to the customers) and the exploration included adding user icons, timer settings, and later on, tags, which became a project all on its own - to add customer and ticket tags throughout the application.
Expanding the existing modal to include customizations that would enable the customers to set specific criteria.
In Account Settings, the owner/manager could create specific teams, assign them to their customers, and also drag and drop the order in which their technicians see their assigned views in a specific order. This made it easy for onboarding new technicians, and for filling in when a tech was going to be on vacation.
Results
Working in 2 week design sprints, I completed the workflows necessary for Ticket Views, and created a new filter UI to use that was more intuitive than the former, as well as completing the initial concepts for ticket tags.
Phase two was adding ticket tags to Ticket Views, and once that was launched a few weeks later, the customers loved the ability to customize their views on their most visited and heavily used part of the application.
I worked with one Product Manager, a team in India, and France, and a local team in the US to complete this project.
Real Time Automations
For creating automations that were related to time based, or event based triggers, the technician could manage customized actions for their customers, based on any number of options. These automations save time for the technician.
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