Ticketing system for full-cycle user review management with Al integration and custom analytics dashboard.
Challenge
Malpa Games, a leading mobile casual game publisher with millions of users worldwide, faced a growing challenge in managing vast volumes of user feedback from multiple sources — App Store, Google Play, and Gmail. Off-the-shelf tools lacked the necessary integration, customization, and automation to handle the scale and complexity of incoming reviews and support requests. Without a unified system, the team struggled to prioritize issues, respond timely, and extract meaningful insights, impacting player satisfaction and retention. The key challenge was to build a scalable, efficient ticketing solution that would centralize all feedback, enable role-based workflows, and leverage AI for automation, while supporting rapid growth and multi-platform operations.
Malpa Games, a leading mobile casual game publisher with millions of users worldwide, faced a growing challenge in managing vast volumes of user feedback from multiple sources — App Store, Google Play, and Gmail. Off-the-shelf tools lacked the necessary integration, customization, and automation to handle the scale and complexity of incoming reviews and support requests. Without a unified system, the team struggled to prioritize issues, respond timely, and extract meaningful insights, impacting player satisfaction and retention. The key challenge was to build a scalable, efficient ticketing solution that would centralize all feedback, enable role-based workflows, and leverage AI for automation, while supporting rapid growth and multi-platform operations.
Solution
We developed a custom ticketing system tailored specifically for Malpa Games’ needs, integrating seamlessly with App Store, Google Play, and Gmail to centralize all user feedback in one place. The system features role-based access for agents, team leads, and administrators, enabling efficient workflow management. Advanced filtering by tags, statuses, and sources helps prioritize tickets. We implemented an analytics dashboard for real-time insights and reporting. To boost efficiency, AI-powered automation using ChatGPT and Gemini was integrated for automatic categorization, response suggestions, and workflow automation. The architecture was designed for scalability, laying groundwork to evolve into a SaaS solution for broader use.
We developed a custom ticketing system tailored specifically for Malpa Games’ needs, integrating seamlessly with App Store, Google Play, and Gmail to centralize all user feedback in one place. The system features role-based access for agents, team leads, and administrators, enabling efficient workflow management. Advanced filtering by tags, statuses, and sources helps prioritize tickets. We implemented an analytics dashboard for real-time insights and reporting. To boost efficiency, AI-powered automation using ChatGPT and Gemini was integrated for automatic categorization, response suggestions, and workflow automation. The architecture was designed for scalability, laying groundwork to evolve into a SaaS solution for broader use.
Results
The custom ticketing system transformed Malpa Games’ user feedback management. It now processes up to 195 tickets daily, totaling over 56,000 tickets handled since deployment. The unified platform streamlined workflows, reduced response times, and improved the overall quality of player support. AI automation significantly eased the workload on agents by automatically categorizing and prioritizing tickets, allowing the team to focus on high-impact issues. This led to higher player satisfaction and retention, while the scalable design positions Malpa Games for continued growth and potential expansion into a SaaS offering.
The custom ticketing system transformed Malpa Games’ user feedback management. It now processes up to 195 tickets daily, totaling over 56,000 tickets handled since deployment. The unified platform streamlined workflows, reduced response times, and improved the overall quality of player support. AI automation significantly eased the workload on agents by automatically categorizing and prioritizing tickets, allowing the team to focus on high-impact issues. This led to higher player satisfaction and retention, while the scalable design positions Malpa Games for continued growth and potential expansion into a SaaS offering.