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        "title": "Service Cloud Tickets",
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        "source_url": "https://samriticreative.com/service-cloud-tickets/",
        "modified": "2026-08-24T12:42:16",
        "excerpt_text": "I redesigned Service Cloud Tickets from a spreadsheet you leave into an inbox you work in - list, conversation, and customer on one screen.",
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        "content_text": "Product case study\nProblem\nBefore / after\nJourney\nWorkspace\nOutcome\nSee the redesign\n\nService Cloud · Tickets\n\nThe queue became the workspace\n\nI redesigned the Service Cloud ticket page from a spreadsheet you leave\ninto an inbox you work in - list, conversation, and customer on one\nscreen - so agents can resolve WISMO and returns without losing the queue.\n\nRoleLead UX / UI & Product Design\n\nPlatformMaropost Service Cloud\n\nScopeQueue, thread, customer, orders\n\nOutcomeSplit view ready for UAT\n\nAgents lived on Tickets. Tickets was a directory.\n\nSupport agents working in 10–50-person ecommerce teams spend the day on\nWISMO, returns, and order changes. The page they opened most was\na ten-column table. Click a row and the queue disappeared. Order\ncontext lived in Commerce. Close dumped them back to the index.\nEvery ticket was a round-trip.\n\nThat was not a visual complaint. The product outline already named\nthe pain: switching tools to find an order, painful history, and a\nticket screen that looked like nothing special versus Gorgias or\nZendesk. Prospects bounced on first demo. Agents paid the tax in\nhandle time.\n\nThe brief was not “restyle the table.” It was: keep the list and\nthe ticket visible together, put the customer and the order in\nreach, and let an agent reply and take the next unread without\nleaving the page.\n\nProduct outcome\n\nStay in the queue. See the customer. Reply in place.\n\nThree panes: a scannable queue with unread, SLA, and last message;\na conversation with Reply, Note, and Forward; a customer card with\nlinked orders. Bulk actions moved to the top. Inbox scoped the work.\nThe table is gone because the job was never to administer rows.\n\nBefore, the experience was a spreadsheet; after, it became an inbox.\n\nThe old Tickets page was excellent at showing columns and terrible at\nsupporting the work. Status and priority hid behind horizontal scroll.\nAssign, Close, and Delete sat under the table, often below the fold.\nThe new page treats Tickets the way agents already think: a queue of\nconversations, not a report.\n\nBefore · live table\n\nClick a row, leave the page\nTicket #, Subject, Contact, Date, Type, Channel, Agent, Status, Priority.\nBulk actions at the bottom. No last message. No customer. No order.\n\nAfter · split workspace\n\nClick a row, keep the queue\nList, thread, and customer stay on one screen. Unread dots, SLA, and\nstatus live on the row. Reply is in the pane, not a second page.\n\nOne ticket. Six hops - then one screen.\n\nPersona: a support agent working for a Neto/Commerce merchant. Typical ticket:\nWISMO and return requests accounted for 43% of combined ticket volume. Goal: resolve without\nleaving the queue, and without opening Commerce in another tab.\n\n01 Arrive\n\nOld\n\nDecode ten columns to decide what is urgent. Horizontal scroll hides Status and Priority.\n\nNew\n\nUnread dot, last-message snippet, SLA, channel, and status badge are on the row. Triage in seconds.\n\n02 Open\n\nOld\n\nFull-page navigation. The list vanishes. Place in the queue is lost until you come back.\n\nNew\n\nConversation opens beside the list. Selected row stays highlighted. Next and previous stay in view.\n\n03 Context\n\nOld\n\nDetail is conversation-only. Agent opens Commerce to find the order. Two tools, two mental models.\n\nNew\n\nRight panel shows contact, LTV, and linked orders - item, paid, fulfilment - without leaving Service Cloud.\n\n04 Reply\n\nOld\n\nReply is a separate view. Changing status often refreshed the page and jumped the scroll.\n\nNew\n\nReply, Note, and Forward sit on the thread. Status, priority, and assignee stay on the ticket header.\n\n05 Next\n\nOld\n\nClose redirected to the index. Re-scan the table. Repeat the hop for every ticket.\n\nNew\n\nClose in place. The list updates. Click the next unread ticket. The flow never breaks.\n\n06 Bulk\n\nOld\n\nAssign, Close, Delete under the table - easy to miss. No merge or spam in the primary bar.\n\nNew\n\nSelect rows and the top bar becomes Assign, Close, Merge, Delete, Spam, Move. Filters stay as chips.\n\nIf an agent has to leave the queue to work a ticket, the page has already failed.\nDesign principle for the Service Cloud ticket workspace\n\nThe last line shows on hover\n\nThe queue stays a scan: subject, agent, time, status. The ticket\ndescription is not in the row. Hover reveals the last customer line so\nan agent can confirm the ticket without opening it, and without turning\nthe list into a wall of previews.\n\nWhat this is for\n\nThe redesign is not polish. It changes the job: from “find a row,\nopen a page, come back” to “work the queue.” That is the outcome to\nprotect in UAT - list and ticket visible together, customer and order\nin reach, reply in place.\n\nOne screen\n\nWISMO cycle that used to take six hops: list, detail, Commerce, back, reply, index.\n\nHandle time\n\nThe design takes navigation and tab-switching off the critical path. That is what UAT should prove, not a reported metric.\n\nFirst reply\n\nPaid and fulfilment on the ticket should mean fewer \"let me check and come back\" replies. Hypothesis for UAT, not a result.\n\nDemo\n\nThe ticket screen stops being a sales objection against Gorgias and Zendesk.\n\nFor the agent\n\nStay oriented\n\nThe queue never vanishes. Last customer message is visible before\nopening. Reply does not change the page. Bulk assign and spam do\nnot require scrolling to a footer.\n\nFor the business\n\nSupport as a retention lever\n\nFaster resolution on the two highest-volume types. Less refund delay\ncaused by hunting orders. A ticket product that can be shown in a\nsales demo without apology.\n\nFour decisions that made it a product, not a reskin\n\nAn early pass put a drawer over the same table. That met “side by side”\non paper and still hid Status behind the panel. The final design\nstopped treating the table as sacred and designed the queue instead.\n\n01 · Workspace, not drawer\n\nDo not slide a detail over a spreadsheet.\n\nA 50% drawer on a ten-column table still makes agents guess at\nhidden columns. The list became a conversation list so split view\nhas something worth splitting.\n\n02 · Recognition on the row\n\nUnread, SLA, last line, status.\n\nIf you have to open a ticket to know whether it is waiting on the\ncustomer, the queue has already failed. The row carries the facts\nan agent needs to pick the next piece of work.\n\n03 · Commerce in the pane\n\nOrders are part of the ticket, not a deep link.\n\nWISMO and returns are 43% of volume. Linking the order on the\ncustomer panel is how Service Cloud stops being a generic helpdesk.\n\n04 · Bulk is a mode\n\nFilters stay filters. Ticket actions move to the top bar.\n\nSelecting tickets replaces the chrome with Assign, Close, Merge,\nSpam. Reading one conversation pauses until selection is cleared.\nTwo jobs, one layout.\n\nProcess\n\n01\n\nAudit\n\nLive table, full-page detail, bulk under the fold, and the agent pain already written in the product outline.\n\n02\n\nFrame\n\nThe list and ticket must remain visible together across responsive layouts. Order context in reach. Reply in place.\n\n03\n\nIterate\n\nTable-plus-drawer first. Then a true inbox: queue, thread, customer. Bulk and inbox selection on the same surface.\n\n04\n\nHandoff\n\nThe split-view workspace moved into UAT. Protect the workspace behaviour - not a restyle of the old columns.\n\nWhat had to be specified, not implied\n\nQueue row anatomy: unread, SLA, last message, channel, status\n\nSelected ticket vs bulk-selected tickets - two modes, one layout\n\nReply, Note, Forward on the thread - not a second page\n\nCustomer card with linked orders, paid, fulfilment, history\n\nInbox selector as the primary scope, chips as secondary filters\n\nClose in place - never dump the agent back to an index\n\nNarrow desktop: list + thread. Mobile: list, then full-screen ticket\n\nEmpty, loading, no-results, and closed-ticket states on the same chrome\n\nService Cloud Tickets · Lead UX / UI & Product Design",
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                "caption": "Click a row, leave the page Ticket #, Subject, Contact, Date, Type, Channel, Agent, Status, Priority. Bulk actions at the bottom. No last message. No customer. No order.",
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                "caption": "Click a row, keep the queue List, thread, and customer stay on one screen. Unread dots, SLA, and status live on the row. Reply is in the pane, not a second page.",
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                "alt_text": "Tickets workspace with left nav open. The hovered row shows the last customer message; other rows stay compact.",
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