Custom Ticketing System (Asana)
Designed a zero-cost, fully customized ticketing system using Asana to track support requests end-to-end with automated workflows and user notifications.
Domain
Technologies & Tools
📊 Impact: Zero-cost ticketing with automated workflows
Problem
Tech Goes Home handled learner and instructor support requests through informal, unstructured channels such as email and ad-hoc messages. Without a centralized ticketing system, requests were difficult to track, prioritize, or resolve consistently, leading to delays and limited visibility into support workload and outcomes. No formal ticketing or case management system existed, support requests arrived via scattered channels, requests were hard to track from start to finish, users lacked visibility into request status, and leadership lacked insight into support volume and bottlenecks.
My Role
I owned the system end-to-end, including identifying support workflow requirements, designing the ticket lifecycle and status model, configuring Asana projects, custom fields, and automations, implementing notification and update logic, and iterating the system based on real user and staff feedback. This was a custom system design, not a default tool setup.
Solution
Designed and implemented a fully customized ticketing system using the organization's existing project management tool, Asana. This solution introduced structured intake, automated workflows, status tracking, and user notifications — all without incurring any additional software cost. The system now tracks support requests end-to-end, from submission through resolution, while keeping users informed at every stage.
Architecture
Ticket Lifecycle
Ticket Lifecycle: (1) User submits support request
Ticket automatically created with structured metadata
Request is triaged and assigned
Status updates reflect progress (New
In Progress
Blocked
Resolved)
Users receive automated updates at key stages
Ticket is closed with resolution recorded. Used Asana platform with structured request forms, custom statuses, rules, and automations. Built workflows tailored to Tech Goes Home's support needs, avoiding forcing generic ticketing patterns.
Key Design Decisions
Results
- ✓Established the organization's first formal ticketing system
- ✓Improved response tracking and resolution consistency
- ✓Reduced follow-up communication from users
- ✓Increased accountability and ownership of support requests
- ✓Delivered robust solution with zero additional software cost