Ticketing System
ProdOps, Zendesk, ticketingSystem, customerService

Ticketing System

Problem

  • Managing events is instrumental in surveillance, at the center of the product

What I did - Buy light, 80% solution

  • Requirements: integration, provides context, foster collab & resolution, allows tracking & measure, automation, cloud...
  • Research: I used BI market reports (e.g.: TrustRadius), internal use cases and experts, trials
  • Alternatives: build our own, buy light 80% product, buy custom solution
  • Numerous approaches: I selected ticketing system vs task management, business process system, alarm management system
  • Implementation: I led design to create UX and engineering to embed ticketing engine in front-end first, then migrate it to the back-end

Results

  • Showcased at Schlumberger Software Forum
  • Enabled pilot with a key client
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