Users have no way of tracking their ongoing support requests, making it challenging to stay organized
- The support requests page now allows the IT admin to view all of their open and closed support requests. They can filter by categories like status, device model or accessory, issue description, last updated and created. This provides the user with the ability to quickly sort through and organize their requests.
- When clicking into a support request ID, the user can look over all information pertaining to their request.
- To provide the user with more insight into the next step of the support process, I proposed the addition of a “Support history” section. This could include detailed next steps like “callback scheduled” or notes of previous phone calls with support. This addition to the design was out of scope for the first release but is being considered for future updates.