Second Front Systems^® strives to constantly enhance our user experience and provide top-notch customer support, so when our customers asked us for an easier way to submit and track support requests, we listened. We're thrilled to announce the deployment of our new in-app customer support ticketing functionality. Customers can now submit tickets directly to our engineers and track engineering status updates and comments, all within the Game Warden^® Web App.

Engineering enthusiasts will be excited to know that Second Front took this feature from request to deployment in just two weeks. By listening to what was most important to our customers, we developed and deployed a tightly scoped minimum viable product (MVP) that will allow our engineers to better serve our customers. This quick-turn development cycle showcases our commitment to innovation, agility, and, above all, delivering exceptional service.

Streamlining Customer Support

Second Front understands the importance of quickly and efficiently resolving user questions and issues, which is why we're taking a significant step forward in streamlining the support process. This feature enables users to directly submit their issues, questions, or feedback within our application, eliminating the need to navigate external platforms or channels. By bringing customer support directly into the app, we aim to simplify and enhance the user experience, reduce response times, and ensure prompt resolutions.

Key Features and Benefits

The new in-app ticketing feature reimagines how Game Warden^® processes user questions and issues. With these enhancements, Second Front provides a superior support experience, prioritizing customer satisfaction and issue resolution.

• Seamless Ticket Submission: The new in-app ticketing system offers a seamless process for users to submit their support requests while providing detailed information about their issues directly to our engineers, empowering our support team to prioritize and address tickets accordingly.
• Real-Time Updates: With full visibility into the status of support tickets, users can track progress, receive real-time updates, and communicate directly with our engineers and customer operations team, all from the Game Warden App. This level of transparency ensures that users are always informed about the status of their inquiries, and with our live in-app updates and notifications, users don’t even have to refresh the page to get the latest information.
• Efficient Ticket Management: Tickets submitted in the app are entered directly into our centralized task management system. This streamlined approach enables our engineers and customer operations team to efficiently assign, prioritize, and resolve tickets, resulting in improved response times and customer satisfaction.
• Enhanced Collaboration: The in-app ticketing feature promotes seamless real-time collaboration between Second Front and our customers. By providing a centralized platform, it enables cross-functional collaboration, ensuring faster issue resolution and a more holistic approach to customer support.

Game Warden’s in-app ticketing feature brings a multitude of advantages for users. Efficient ticket management ensures that submitted tickets are promptly assigned, prioritized, and resolved, resulting in improved response times and customer satisfaction. Moreover, the feature promotes enhanced collaboration between Second Front and its customers, facilitating cross-functional cooperation and ultimately leading to faster issue resolution.

Enhancing Customer Support Through Agile Iterations

The development and deployment of our new in-app customer support ticketing in just two weeks exemplifies our company's dedication to agile iterations and continuous improvement. We're excited to offer this solution to our customers, allowing for streamlined communication and prompt issue resolution. 

As we move forward, we'll continue investing in cutting-edge technologies and ideas that empower us to meet and exceed customer expectations. Our rapid deployment cycles will remain integral to fostering innovation within our organization. We're proud of our talented team for their dedication and hard work in bringing this feature to life, and we’re excited to see the positive impact it will have on our customers.

Thank you for your continued support, and we encourage you to explore our new in-app customer support ticketing feature. We value your feedback as we strive to create better experiences for you, our valued users.

To discover how you can develop applications compliant with the Department of Defense (DoD) from the start of the development cycle, sign up for the Game Warden Builder beta program.