Marketing Request & Ticketing System

Project Portfolio
Systems & Operations

Marketing Request and Ticketing System

Building a centralized intake system for a high-volume communications department

Smartsheet Workflow Design Process Automation Project Management
Context
Big Canoe Property Owners Association, North Georgia
Timeline
September 2023 to January 2024
My Role
Sole designer and builder
The Problem

The Marketing and Communications department at Big Canoe POA supported a large and active community, fielding requests for graphic design, promotional support, and communications work from two distinct sources: internal departments across the organization and the property owner-led clubs and organizations that operated within the community.

Requests came in through whatever channel was convenient: email, phone, a conversation in the hallway. There was no central record of what had been requested, no consistent way to prioritize work, and no visibility for leadership into what the team was actually carrying. Tracking was manual, accountability was informal, and duplicated efforts were common.

What Was Built

I designed and built a centralized request and ticketing system in Smartsheet, structured to handle intake from both internal departments and community organizations through a single submission portal.

Centralized Submission Portal A single intake point for all marketing-related requests, replacing the scattered mix of emails, calls, and informal asks with one consistent channel.
Categorization and Priority Tagging Built-in logic to categorize incoming requests by type and tag them by priority, allowing the team to triage workload without manual sorting.
Automated Confirmations and Status Updates Requestors received automatic confirmations on submission and status updates as work progressed, reducing follow-up inquiries and keeping stakeholders informed without additional effort from the team.
Reporting and Capacity Visibility Reporting tools that tracked request volume, request types, and team bandwidth over time, giving leadership a clear and current picture of workload.
The Impact

The system brought structure to a process that had none. Project tracking became consistent, response times improved, and duplicated efforts dropped. Leadership gained visibility into what the team was handling and could make resourcing decisions based on actual data rather than informal awareness.

For the departments and community organizations submitting requests, the experience became predictable: submit, receive confirmation, get updates. The back-and-forth that had been eating time on both sides largely disappeared.

Skills Demonstrated
Smartsheet Workflow design Process automation Intake system design Stakeholder communications Reporting and visibility tools Project management

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