CRM Ticketing System UI/UX Design for ikonectt

ikonectt needed a simplified support ticketing workflow within their SaaS-based CRM platform, one that worked seamlessly for customers, contractors, and managers.

My Role:

I led the UI/UX design process using Figma, designing role-based interfaces that were clean, fast, and easy to use.

Customer portal: 60-second ticket submission with SLA tracking

Contractor dashboard: Job list, proof upload, and completion tools

Manager interface: SLA-based ticket assignment, escalations, and reporting. Key Deliverables:

Wireframes and user flows for 3 user types.

Mobile-first UI with minimal, intuitive design.

Escalation logic and SLA countdown integration.

A scalable, user-friendly CRM system that improves resolution speed and simplifies task tracking for Ikonect’s operations team.