Custom Ticketing System
Developed a customized ticketing system using Asana Project Management tool that impacts 10,000+ learners annually at Tech Goes Home. Streamlined support processes and improved response times.
📊 Impact: 10,000+ learners annually
Context
Tech Goes Home serves over 10,000 learners annually across multiple digital literacy programs. Managing support requests across programs, tracking issues, and ensuring timely responses was becoming increasingly challenging with our growing learner base.
My Role
As Senior Data Systems Analyst, I led the design and implementation of the ticketing system, working directly with program managers and support staff to understand their needs and build a solution that fit seamlessly into our existing workflows.
Approach
I leveraged Asana's powerful API and automation capabilities to create a custom ticketing system that automatically routes requests based on program type, priority, and staff availability. The system integrates with our existing tools and provides real-time visibility into support metrics.
Outcomes
- ✓Reduced average response time by 50%
- ✓Successfully managing 10,000+ learner support requests annually
- ✓Improved team collaboration with centralized ticket tracking
- ✓Enhanced accountability through automated assignment and follow-ups
- ✓Created data-driven insights for continuous improvement