No More Multiple Clicks: How a Custom Sidebar App Can Enhance Productivity for Ticket Management

September 21, 2023

DevCon Construction, ranked as the largest general contractor in Silicon Valley, uses Freshservice, a service management solution, to manage day-to-day processes. However, the platform did not provide an easily accessible view of all Service Request tickets associated with a Incident tickets. As a result, service agents had to navigate multiple tabs and perform numerous clicks to determine which Service Request tickets were related. The work-around was to manually add associated Service Request ticket links to the parent incident ticket, but these links were not interpreted as hyperlinks and were instead displayed as plain text. This was a tedious and cumbersome process that lead to the staff managing these tickets to not follow the work around. The limitations of the platform hindered efficiency and productivity.

The Challenge

Kimberly, an IT Software Specialist at DevCon Construction, explained that they needed a custom solution that would live within their current Freshworks site and provide an seamless way to link tickets and an accessible view of all Service Request tickets associated with an Incident ticket.

The business had considered various solutions, but many were not feasible due to limitations of the framework of the proposed solutions. Additionally, the cost of development and technical expertise required for some of the solutions made it difficult to find a suitable option that met their specific needs.

The Solution

DevCon Construction turned to Uiflow, a powerful no-code development solution, to help them build a custom Sidebar app that lives in their Freshservice space. The app does three things:

The custom app is displayed in the purple section

1. Displays previously linked tickets as a hyperlink, which allows them to easily move from one ticket to another

2. If there are no linked tickets, it will display the most recently open tickets along with a “Link Ticket” button, so they can press the button and it will automatically link the two tickets together though the custom app

3. They can search by ticket number, which will display the ticket as well as the “Link Ticket” button

The Benefits

DevCon Construction used Uiflow to build a custom Sidebar app that streamlined the process of linking Service Request tickets to Incident Tickets, saving service agents valuable time and increasing productivity. Uiflow's flexibility and user-friendly interface allowed DevCon Construction to eliminate the need for multiple clicks and tab-switching, providing a seamless and hassle-free experience for both employees and service agents. The development of the Sidebar app took anywhere between 10-15 hours of effort, but the benefits of the app were significant in enhancing efficiency for day to day processing.

Next Steps

If you're interested in leveraging the power of no-code development to streamline your business processes like DevCon Construction did, we're here to help!

We offer custom Freshworks project types that can be tailored to your specific needs.  If you're facing a similar integration challenge to DevCon Construction, we also have a template that you can use and modify so that you're not starting from scratch.

                        Freshworks customers → Sign up here to get started.

And if you're not a Freshworks user, don't worry - you can still try out Uiflow today and experience the benefits of no-code development for yourself.

                        Visit our website to learn more and feel free to sign up for our office hours