Enterprise Support Intake & Routing System
A structured operational intake and routing system embedded inside an enterprise collaboration platform.
What needed to change.
Support requests arrived through an unstructured channel. Incomplete inputs, manual assignment, inconsistent handoffs, and limited reporting created unnecessary follow-up work.
What I designed and led.
- Mapped request types, ownership rules, and exception paths.
- Designed conditional multi-branch routing.
- Created structured forms and centralized tracking records.
- Implemented automated cross-team handoffs and notifications.
What changed.
The system improved intake quality, reduced routing mistakes, removed repetitive clarification, and created a foundation for support analytics.
Structured triage for 4000+ users