Support Dashboard Refresh

This page gives the third item its own reason to exist. It covers a separate angle, includes concrete context, and avoids repeating the same promise in different words. The result should feel like a planned article, project, review, or offer.

The refresh started with a simple observation: the support team kept switching between three screens to answer one question. Instead of adding another panel, we mapped the most common ticket types and rebuilt the layout around the first action an agent takes. That meant moving the customer history to the side, grouping recent activity by date, and making the priority flags readable at a glance.

We tested the new structure with five agents over two weeks. The main changes came from those sessions: the search bar needed a clearer placeholder, the status filters were too quiet, and the export button belonged next to the table header rather than buried in a menu. Each fix was small, but together they changed how the dashboard felt during a busy shift.

The final version keeps the same data model, so nothing broke on the backend. What changed is the hierarchy: the ticket list now leads, the customer context sits beside it, and the resolution notes appear only when an agent opens a ticket. That sounds obvious in hindsight, but it took a few rounds of wireframes and one rejected prototype to get there.