During my internship I watched support requests arrive by phone call, chat message and corridor conversation. Nothing was tracked, so nothing could be prioritised.
What I built
A native Android app where employees file a request and IT staff see a single prioritised queue, backed by Firebase for realtime updates and auth.
What it looks like
The use-case diagram that set the two roles apart before any screen existed — an employee files, IT prioritises.
Decisions & trade-offs
Firebase instead of a custom backend
The feature that mattered was realtime queue updates for a handful of internal users. Building an API for that would have been architecture for its own sake.
Outcome
Requests became a list with a state instead of an interruption — the problem I had spent a year living inside.
