This customer powers more than $140 billion in annual media spending, and its platform supports approximately 80,000 users across agencies, brands, and media companies. Support runs across 10 global locations, where roughly 150 specialists handle more than 25,000 tickets every quarter.
At that scale the ticketing system is part of the core operation, and anything that slows agents down compounds quickly.
Thousands of options, most of them irrelevant
The platform's support categories cover a wide range of products and workflows, each with its own field requirements. Over time the ticket form grew to match, until agents faced thousands of field options across categories on every submission.
Most of those fields didn't apply to the ticket at hand, so every submission meant scanning past them and working out which combinations were valid. With that much to sift through, it was hard to capture every detail downstream teams needed consistently.
A flat list of fields can't carry a taxonomy this complex without adding friction at every step, so the team set out to make things simpler for agents while keeping data quality high.
A guided path through five categories
The platform adopted Formset from Cloudset's Agent Navigation suite. Rather than showing every possible field upfront, Formset organizes tickets into about five core categories, and each choice brings up a focused set of five or six fields that the ticket type actually needs.
Rule-based groups drive the logic. When an agent picks a category, Formset filters the Ticket Classification Hierarchy and shows only what applies, so agents don't scroll past irrelevant options or wonder whether a field is required. The form carries the classification logic, which turns classification into a guided decision and leaves the agent's attention free for the ticket itself.
Cleaner data, faster tickets
Agents now complete tickets faster and close more of them, because each form takes less effort and produces cleaner results. They fill in forms with more confidence, which means less rework downstream.
Data accuracy has improved as well. With the right fields in front of them, agents get the information right the first time, and that accuracy carries through to reporting, routing, and resolution across all 10 locations. The approach also scales as ticket volume grows.
Small gains, multiplied
Across more than 25,000 tickets a quarter, small savings on each form add up quickly. Agents spend less time navigating and more time resolving, and the platform has a clearer path to a better customer experience.
