Overview
Industry
Computer Software Company
Region
United States
Company Size
30K+ Employees
Featured Solution
Adobe Commerce, ALM, Request a Callback, Coveo, Zeon Chat, Workfront, Adobe Status
The Introduction
The customer is a global leader in creative and digital experience software. They have been shaping how businesses develop, manage, and optimize digital content for over four decades. From empowering creators through their design & editing tools to helping marketers deliver personalized, cross-channel experiences, they continue to push the boundaries of innovation through AI-driven features & cloud-native platforms. They wanted to overhaul their fragmented customer support experience by building a unified, scalable ticketing system. With this, they wanted to simplify ticket creation, enable entitlement-based access to support tiers, and deflect routine queries with intelligent self-service. Experts at Grazitti helped them build a centralized support portal using Vanilla JavaScript, integrating key platforms such as Coveo, Zeon Chat, Workfront, Adobe Status, Adobe Commerce, Adobe Learning Manager (ALM), and Request a Callback to streamline customer interactions & enhance internal support workflows.
The Context
Their support ecosystem was fragmented across product-specific pages and varied significantly depending on the user segment (individual, business, or enterprise). This siloed structure made it challenging for their internal teams to track customer issues, manage ticket prioritization, and deliver a consistent support experience. Furthermore, existing tools had limited functionality for knowledge base access & live chat and lacked the integration required for entitlement-based routing, real-time visibility, and intelligent case handling. As a result, their support teams faced slower resolution cycles, while customers encountered increased friction in accessing timely assistance.
Business Challenges
Fragmented Support Experience
Support was scattered across product-specific pages, leading to inconsistent user journeys and confusion about where to raise issues.
No Control Over Tiered Access
There was no mechanism to restrict chat or premium support features based on user entitlements, resulting in inefficient use of support resources.
High Volume of Avoidable Tickets
With no intelligent content suggestions, users often raised tickets for issues already addressed in help articles, clogging queues and delaying resolutions.
Limited Scalability Across Products
As more products were added, the lack of a centralized system increased manual work, duplicate efforts, and operational complexity.
The Solution
- Ticketing Framework in Vanilla JS
Firstly, our experts built a modular, performance-optimized ticketing system front end in Vanilla JavaScript to ensure fast page loads and easy integration with Adobe’s design system and CI/CD pipelines.
- Coveo Integration for Case Deflection
Then, we implemented Coveo Enterprise Search to power auto-suggestions based on user input. This reduced ticket volume by promoting self-service through contextual help articles.
- Intelligent Chat & Callback via Zeon
We integrated Zeon Live Chat with dynamic entitlement checks to ensure only eligible users accessed premium support features like live agents and one-on-one sessions. Additionally, we implemented a “Request a Callback” feature powered by a CDN built in Node.js. This handled chat initiation, callback logging, and scheduling, with data stored securely in MySQL for tracking & follow-ups.
- Workfront Workflow Synchronization
Next, we connected support ticket generation with internal Workfront workflows to improve SLA tracking, task assignment, and agent productivity.
- SSO & Authorization Handling
We enabled seamless SSO using Adobe’s identity management systems, with layered access controls for authenticated vs non-authenticated users.
- Workfront–Salesforce Integration
We developed a custom connector using Node.js to perform CRUD operations in Salesforce (SFDC) for multiple objects like Leads, Opportunities, and Tasks. This integration used Salesforce REST APIs with secure OAuth-based authentication, and included dynamic field mappings & data validation before syncing.
- Adobe Commerce API Wrappers
We created secure Node.js (Express) wrappers for services like Milo, ALM, and Commerce APIs. These wrappers enabled authenticated server-to-server communication and handled token generation, refresh & routing logic. We used MySQL to store access tokens, log API requests/responses, and manage error-tracking metadata.
- Real-time System Health via Adobe Status
We embedded live status updates directly into the portal interface, enabling users to see outages or service degradation issues before logging a ticket.
Grazitti’s team collaborated with the customer to deliver a series of tailored solutions:
The Outcome
The newly created ticketing system empowered the customer to easily submit, track, and escalate tickets while reducing support load through intelligent case deflection. With faster response times, clearer entitlement-based routing, and a smoother UI, the portal enhanced both user experience and operational efficiency. It also reduced ticket volume by an estimated 25–30% and improved first-response time by over 35%.
The Highlights
30%
Drop in Ticket Volume via Automated Case Deflection
35%
Faster Response Time with Entitlement-based Chat Routing
40%
Boost in SLA Compliance Through Workfront Integration
50%
Faster Page Loads from Vanilla JS Front-end Build
The Conclusion
By consolidating fragmented support systems into a unified, intelligently designed portal, Grazitti’s full-stack development team transformed the customer’s support infrastructure into a streamlined, scalable solution. The seamless integration of multiple tools into a single interface further optimized internal workflows and enhanced user experience. The project stands as a strong example of how enterprise-grade platforms can deliver personalized, efficient, and scalable support when backed by thoughtful architecture and integration. To discuss your project needs, drop us a line at [email protected], and our experts will take it from there.
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