How a Smart Ticketing System Transformed User Feedback for a Cloud Design Platform

Background

1. Listening Platform: With increasing competition and diverse customer demands, Kujiale, a cloud‑design platform with over 25 million users, emphasizes user experience.

2. Smart Ticketing Platform: After the listening project, user feedback is routed internally. Manual handling caused long cycles and user drop‑off. By analyzing the tools and key information needed by testers and customer‑service staff, the team automated the extraction of essential data, greatly shortening communication loops and boosting satisfaction.

Solution / Product Demo

Listening Front‑end

The platform provides multiple entry points for users to submit feedback, minimizing required input while automatically capturing key information.

Users can view their feedback history, current status, and timestamps in a personal center.

The feedback homepage highlights high‑quality suggestions and aggregates feedback statistics.

Smart Ticketing

Automatically collects and assembles key diagnostic information to improve frontline analysis efficiency.

Provides a simple handling workflow and basic operations for frontline staff.

Links result tags to custom message templates.

The smart ticketing system and listening front‑end together create an invisible bridge between users and product teams, enabling real‑time listening and fully automated status updates, except for a manual review step.

Architecture

Data Collection: Consolidate key diagnostic information from testing, customer service, and R&D. Front‑end frameworks automatically capture IDs, environment data, user info, design plans, screenshots, and error details.

Data Flow: Users submit a description and type; the system automatically forwards all related data to the smart ticketing backend.

Data Linking: The backend enriches received data by querying third‑party systems and persisting it locally.

Service Calls: Inter‑system communication uses various methods such as internal SOA, RESTful APIs, and front‑end Nginx calls with SSO support.

State Write‑Back: Ticket status and type are pushed back to the front‑end in real time, minimizing manual steps.

Notifications: Real‑time messages are triggered at key moments (initial receipt, pre‑review, approval, rejection, etc.).

Practice

Launch Date: March 19 – Listening Platform vs. Smart Ticketing went live.

Data Volume: Within eight days, 1,021 feedback items were collected, demonstrating strong user engagement.

Data Types: Feedback includes feature requests, bugs, thank‑you notes, and user errors.

Outcome: All tickets received a response within 48 hours; 101 items were adopted, and a reward mechanism selected top contributors as “Chief Experience Officers”.

The chart below shows feedback distribution by category.

Outlook

We are user‑driven:

Trust Platform: Commit to responding to every feedback within 48 hours and ensuring 100 % reply rate.

User Advocacy: Select outstanding contributors as “Chief Experience Officers” and host “Open Day” events for face‑to‑face listening.

Word‑of‑Mouth: Rapid, effective resolution creates user satisfaction and organic promotion.

Operations Plan

Marketing will focus on three angles:

1. Participation: Become a Kujiale Experience Officer for identity.

2. Recognition: Unlock a dedicated product manager; higher tiers gain more benefits.

3. Honor: Attain the title of Kujiale Chief Experience Officer, the highest designer honor.

Specific strategies by month:

Time

Marketing Goal

Strategy

March

Increase industry and designer awareness of the listening platform

Launch dedicated landing page; media promotion of platform value

April

Boost user attention and contribution

Run “Find Chief Experience Officer” campaign; promote 5 top officers; media outreach

May

Enhance user engagement and fun

Introduce “Unlock Your Dedicated Product Manager” activity with tiered rewards; media outreach

June

Peak participation and honor

Host a “Chief Experience Officer Face‑to‑Face” event