Intake Creator
Ticket intake for Jira integration
Intake Creator is a ticket intake platform that streamlines the submission of customer issues and project requests directly into Jira.
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About the Product
Intake Creator is a ticket intake platform that streamlines the submission of customer issues and project requests directly into Jira. Featuring customizable forms, conditional logic, templates, and integration mapping, it helps teams capture accurate information, improve collaboration, and efficiently route issues to development teams for resolution.
Process
The design process began with stakeholder interviews, workflow analysis, and user research to understand the needs of teams responsible for submitting, managing, and resolving tickets. From those insights, I developed user flows, wireframes, service blueprints, and interactive prototypes before delivering high-fidelity designs.
The resulting Intake Creator solution included features such as a custom form building, conditional question logic, templates, form styling, workflow mapping, and direct Jira integration, creating a streamlined and intuitive experience for both internal and external users.
Success
Following design and development, the application was successfully adopted across multiple development teams and became a centralized intake solution for customer-reported issues and support requests. The platform efficiently handled large volumes of traffic and ticket submissions, ensuring that customer concerns, project-related issues, and bug reports were routed directly into Jira with the appropriate data and context.
This implementation improved collaboration between support, product, and engineering teams while increasing the speed and effectiveness of issue resolution.