Helpdesk usando herramientas Opensource para la gestión de asistencias técnicas a clientes en la empresa Connectaservices

Abstract

Customer services are fundamental in the development of companies, they offer satisfaction to consumers and make growth a natural process with the prestige that comes from it. Therefore, ConnectaServices established a system which facilitates the organisation of notified events. This research work focuses on providing a solution through the implementation of a Helpdesk system that allowed the management of recorded incidents. The service processes carried out by the technical agents were analysed and surveys of the company's customers were carried out, achieving a more precise understanding of the technical service procedure and identifying possible improvements. The Ext JS framework was used as a tool for client development along with Node.js as a tool for receiving and processing data, which were selected due to their great documentation and excellent performance. In addition, the agile methodology Extreme Programming (XP) was applied, allowing to organise the development and receive changes at the end of each iteration. The solution presents a great capacity for incident handling, allowing an optimal response thanks to the user manual section and adequately managing the history of registered problems, through a friendly real-time chat interface that presents the process handled by each incident.