Triagr

GitHub Link: https://github.com/LeeMcKusick/fs-triagr

Triagr was an app I created out of necessity: My role in the Support team required me to make certain edits on many tickets, in a short amount of time. At the time, we were using Microsoft’s Parature CRM system, for which this type of activity was very difficult. So I built my own.

Using Parature’s APIs, I created an alternate UI. This pulled ticket data from a specific list of new tickets created in Parature, and then used AngularJS’s card features to display up to 50 tickets on a single page. Each ticket displayed all of the relevant data that I needed to triage the ticket, as well as input fields where I could make changes to that data.

Other features:

• Keyword highlighting: Highlighting of words or phrases that would indicate a higher urgency for the ticket.
• SLA Tracking: Each ticket displayed a color-coded timer for the next SLA violation.
• Auto-save. Changing a field value automatically pushed that data back to the ticket.)
• Multi-user editing: Using webhooks, changes would automatically push a notification to other users viewing the page, updating the info in real-time.
• Desktop notifications
• Tags: Each ticket contained a section for common tags indicating common flags: software version, type of client, etc.

The team eventually moved to Zendesk (which is by far the best support system I’ve worked with), which included many of the features in Triagr natively.