Ticketease: integração entre plataformas de atendimentos técnicos

Abstract

The current corporate environment extensively utilizes technologies that require constant monitoring and maintenance, covering both hardware and software. These activities must be performed by professionals with specialized knowledge to avoid negative impacts on business results, such as delays in service and unresolved issues, which can lead to financial losses and customer dissatisfaction. Various tools are available to maintain and manage this technological framework, many of which classify service providers based on their technical expertise, directing the most suitable group to address specific problems and ensuring that services are rendered efficiently and effectively. However, the main limitation of these tools is the lack of integration among them, as many are competitors and operate in isolation, hindering the flow of information and communication among teams. In this context, TicketEase was developed to provide integration between different ITSM tools, enabling technicians to access a unified view of requests and demands while offering numerous usability features and high customization potential, making the tool more aligned with business needs and facilitating the daily work of professionals. Customization goes beyond adjustments in data and reports, allowing for integrations with other ITSM platforms in a less impactful manner, meaning that adaptation to the reality of each company can be carried out quickly and efficiently. TicketEase also includes a mobile interface for technicians, allowing them to access information and update statuses in real time, as well as a web interface for managers to monitor performance indicators and metrics. The analysis of the results of this report shows that, although TicketEase has significant room for improvements and customizations, it already presents important functionalities that can positively impact service and integration, offering a practical and efficient solution for the demands of the contemporary corporate environment. Thus, TicketEase positions itself as an innovative tool capable of meeting market demands and contributing to excellence in technical support.