< All quests
Quest
Emberline
A dashboard that turns a pile of support tickets into a plan for the week.
Client
Emberline Support
Year
2025
My role
Product design
Result
The team cut its ticket backlog by a third in six weeks.
The goal
Emberline’s support team had 900 open tickets and no way to see which ones mattered. They asked for a dashboard that shows the week’s work at a glance.
What I made
I interviewed six agents, then designed a board that groups tickets by customer impact rather than by date. A small set of colour rules made the urgent ones visible from across the room.
What changed
The backlog fell by a third in six weeks. Agents now start the day with a plan of twelve tickets instead of a list of nine hundred.
Quests · keep exploring
More quests
Have a quest in mind?
Tell me what you want to build and when. I reply within one working day with a plan and a price range.