This case study explores three initiatives in my current role: transforming our support ecosystem, supporting the transition to Blazor, and launching new overview experiences tailored to different customer needs.
As CIQ grew, users needed a simpler way to get help without leaving the platform, while internal teams needed a structured way to triage issues and reduce unnecessary development involvement.
The opportunity was to create a support experience that empowered users while making it easier for our teams to address issues that needed more attention.
Users can submit questions, report bugs, and request assistance directly within the platform.
Requests flow into the appropriate support queue, including Operations or Product Support.
Searchable articles, glossary definitions, and data calculations help users find answers without a ticket.
A dedicated Slack channel gives colleagues a direct way to flag urgent issues or escalate existing tickets.
Slack, Zendesk, and ChatGPT integrations support ticket reporting, information retrieval, and updates across internal workflows.