Customer support / Reporting & data · PRIOR PROFESSIONAL WORK

Turning support tickets into useful product feedback

A consistent classification and review process for recurring bugs, training needs, and feature requests.

MY ROLE

I reorganized Zendesk using custom properties and process controls.

The problem

Support tickets needed a reliable way to distinguish product issues, training needs, feature requests, and bug severity.

Made resolution type required before a ticket could be marked resolved.
Defined categories for feature requests, training, and bugs with severity levels 1, 2, and 3.
Added a lead review after resolution to protect reporting quality.

WHAT CHANGED

Created structured, reviewed data for product decisions, training, knowledge management, and recurring issue reporting.

CONNECTED EXPERIENCE

Connected Zendesk activity with CRM accounts to show which customers needed more support, training, or attention.

An automated intake workflow that asked the missing questions before a support rep picked up the ticket.

An inbound IVR and AI voice workflow using CRM lookups to improve lead information and human handoffs.

Illustrative reconstruction based on the workflow I built or managed. No client data shown.

LET'S MAKE THE WORK EASIER.

Have a workflow that needs a better way? Start with the work that looks closest to yours.

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