Desarrollo e Implementación de un Sistema Service Desk con Flujos Personalizables, Notificaciones, Base de conocimientos, Métricas de Rendimiento y Gestión de Bolsa de Horas para una Empresa de Servicios Tecnológicos”
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This document presents the development and implementation of a Service Desk system aimed at improving ticket management within a technology services company. This proposal is framed within the current context, where technical support platforms play a key role in operational efficiency and service quality delivered to clients. In this regard, the use of the Redmine Service Desk module revealed several functional limitations that hinder process automation, proper information traceability, and e...