New Request Form

Service-desk ticket form for dispatchers — hundreds of tickets a day, often taken on the phone. Built for speed.

Year

2013

Type

Enterprise UX / Prototype

2013Year

ArchiveEarly work

Overview

Dispatchers create hundreds of service-desk tickets every day — often while on a call with the client. The form needed to be fast and smart: client name auto-fills the contract number (and vice versa), least-busy agents surface on focus, and knowledge base suggestions appear as you type the problem description.

Interactive prototype Open in Axure →

Screens

Client selection field — Client field — smart autocomplete, contract number auto-fills on selection

Agent assignment field — Agent assignment — least-busy agents shown first, current load displayed

Problem description field — Problem description — quick-pick templates by category, multi-select supported

Knowledge base suggestions appear inline as you type

Category tree with search — Category selector — tree structure with live search

Priority auto-set — Priority — set automatically from the two main parameters