Sketches

Sketches

Initial Sketch (by Anna):

Context:

This is the initial workflow Sketch for user-end made by Anna Sehgal for the user-end for Sprint 1 user-stories. This design consists:

• An initial Sign-In page which users can log-in to for the ticket creation so it ties an identity and authorization/authentication related workflow. Users can log-in to their account to see ticket related information and dashboard.
• The Dashboard page after Sign-In consists of a Logo of BetterTicket on top, search-able knowledge base where users can search any questions they have previous history of tickets using the top-right corner to see ticket history. There are 4 different searchable buttons where one is recent things user viewed, request ticket for creating a request, common questions button, and request history button.
  • User creates ticket from Request Ticket button, where there is a searchable option for ticket, and filter option to find a particular ticket. Users can see previous request in a Chronological order with status open, in-progress, and closed.
• If user creates a request ticket option, then they are redirected to a page to fill out information to create a ticket such as: First Name, Last Name, Subject, Description, Attachments, and a submit button to submit it.
• Then a general workflow (not finished) was created which displays a particular ticket created with User's Name, edit option to edit details about ticket, a placeholder box where user information about issue is present. Also there is an Add Option option to add further details or reply to IT team's questions. On the right side, it is a rough workflow chart of updates that are:
  1. Ticket created date, username, #ID, Priority
  2. Status of Ticket
  3. Assigned to: TDB (in 24 hours) - with a given timeline if AI agent is not able to resolve the issue
  4. AI is working - if discovered that there is response in Knowledge base then it would give it, otherwise, it would change Status to Open.
  5. Ticket Opened Date by real person who it is assigned to
  6. Status Update: Working on it
  7. Updates provided as they are working on it
  8. Prompt user to ask if it is resolved Yes or No
  • If Yes: Close ticket
  • If No: Continue Ticket workflow with status updates and close finally after prompt when user responds Yes

Converged Team Sketch (User and IT admin end):

Context:

This is the main sketch diagram combined based on initial diagram planning with cleaner edits and creation of IT admin workflow. It shows how users submit tickets and how IT team members manage them.

User-End:

• Sign-In / Sign-Up Page: Allows users to log in or create a BetterTicket account inspired from initial sketch. Also a way to figure if they are IT team member or user.
• Dashboard: Provides access to the search bar, request history, knowledge base, and user profile.
• Create Ticket Page: Allows users to submit a support request with the required information.
• Ticket Details: Displays submitted tickets and lets users follow their status and add more information.

IT Admin-End:

• Ticket Dashboard: Displays incoming tickets for IT team members to review and manage.
• Ticket Details: Shows the customer's information, ticket description, priority, and assigned team member.
• Messages and Knowledge Base: Allows IT team members to communicate with users and refer to existing solutions.
• Ticket Updates: Shows the progress of a ticket as the IT team works toward resolving the issue.