
Support System
A multi-tenant helpdesk and contact-centre platform, specified as a product first: ticket lifecycle, SLA clocks, and routing rules written down as decisions.
- Role
- Product owner and sole builder - product definition, requirements, and implementation
- Disciplines
- Product ManagementBusiness AnalysisUX DesignSoftware Engineering
- Key figures
- 6 states / 15 transitions in the ticket state machine3 SLA clocks per ticket6 channel types












