ServiceDesk
We created a new internal IT ServiceDesk for ApplyBoard, replacing an older Jira-based ticketing system with a self-service experience built on Zendesk. Building on the work we had done with ApplyGuide, we turned Zendesk’s Help Center into a branded support platform that made resources easier to find and gave employees a clearer way to get help from IT.
The original interface, the initial wireframe and design concept provided by IT, and the revamped landing page mockups.
After the redesign of ApplyGuide, I was asked to take on ApplyBoard’s IT ServiceDesk and bring the same level of design and branding to another internal platform. The existing ServiceDesk was built around Zendesk’s default Help Center and didn’t feel connected to ApplyGuide or the broader ApplyBoard experience.
I worked directly with IT to understand their existing ticket process, map out common requests, and build on an initial concept they had created. From there, I designed the new experience in Figma, aligning it with the patterns we established in ApplyGuide and ApplyBoard’s brand while still designing around the specific needs of IT support.
The redesign introduced clearer navigation, made common support resources easier to find, and created a guided ticket flow that changed based on what an employee needed help with. I also implemented the designs within Zendesk, working around the platform’s limitations to customize the Help Center beyond its default experience.
The result was a branded IT support experience that felt like part of the same internal ecosystem as ApplyGuide, while making it easier for employees to find answers or submit the right information when they needed help.