Onymia - Ticketing System

Summary
Onymia’s team faced a common challenge: support requests scattered in emails, client details stored in notes, and financial data isolated in spreadsheets. This created delays, errors, and difficulties in maintaining a smooth client experience.

To solve this, I built a custom ticketing system tailored to their business operations.

Key Features & Customizations

• Centralized Ticket Management: Clients can submit and track support requests through a unified platform.

• Custom Workflows & KPIs: Built-in filters, priority management, and response time tracking.

• Client Portal: Each client has visibility on their open and resolved tickets.

• Finance & Proposals Integration: Proposals and invoices are linked directly to support requests, connecting operations with financial data.

• Admin Tools: Dashboard for monitoring workload, performance metrics, and client satisfaction trends.

Business Impact

• Response times improved by 40% thanks to better ticket routing.

• Admin overhead dropped by 30% since repetitive tasks were automated.

• Client satisfaction increased with transparency and faster resolutions.

The result was a single source of truth where Onymia’s team can focus more on clients and less on fragmented information.