Ticketing process

One of the main tools we offer is our advanced ticketing system, HDA. This system allows for complete and efficient management of technical service requests, ensuring operational continuity and compliance with SLA. The Onecall ticketing process begins with problem qualification: customers can open a ticket through the web interface, recording all necessary information to facilitate resolution.

Phases of the ticketing process

The Onecall ticketing system, developed by our Software Development team, is designed to optimize every stage of request management:

1. Problem Qualification: once the ticket is opened, Onecall records the details of the problem, allowing technicians to quickly identify the necessary actions.
2. Resource Assignment: the system automatically assigns the ticket to the most suitable team, improving human resource management and reducing response times.
3. Continuous Tracking: every stage of the intervention is monitored in real-time, allowing technicians and managers to follow progress and manage feedback for optimal support.

Full integration and resource management

One of the advantages of Onecall is its ability to integrate with other business systems. This System Integration allows linking the ticketing system to logistics and spare parts procurement systems, facilitating centralized and optimized management. Thanks to the intuitive interface, the Onecall system also supports secure data deletion, ensuring security and compliance with regulations.

Access to these centralized resources allows the customer to have a complete view of the process, from the ticket opening phase to problem resolution, monitoring spare parts availability and delivery at the intervention site. This integrated approach reduces downtime and increases operational efficiency.

Planning of on-site activities

The Onecall system also facilitates planning of on-site activities, allowing for the organization of interventions directly at customer locations. Thanks to its flexible architecture, Onecall assigns technical resources based on availability and skills, ensuring quick intervention and optimal management of human resources in the field.

Monitoring and quality control

Onecall is not just a ticketing system, but also a tool for monitoring and quality control. The platform offers customized reports that allow checking compliance with SLAs and monitoring team performance. With these IT Consulting tools, managers can identify areas for improvement and implement corrective actions to optimize the service offered.

Web-based technology for maximum accessibility

The Onecall system is a web-based application designed to ensure maximum accessibility and operational flexibility. Thanks to its Java and JDBC-based interface for connectivity with Oracle Enterprise databases, Onecall allows for secure management of information and operations. This architecture enables technicians to access the system from any device and location, improving productivity and facilitating remote work.

Advantages of the onecall ticketing system

Onecall represents an evolution in the management of technical service requests and offers numerous advantages for companies:

• Automation of Activities: thanks to the automatic assignment feature, the system improves resource management and reduces response times.
• Full Integration: the ability to interface with other systems, such as logistics, ensures smooth management of spare parts.
• Effective Planning: on-site resource assignment optimizes the distribution of technicians, improving service quality.
• Advanced Monitoring: reporting tools enable checking SLA compliance and improving team performance.
• Accessibility and Flexibility: the web-based nature of Onecall makes it accessible anywhere and from any device, facilitating Digital Transformation.

Crowd services: a reliable partner for digital transformation

As a Microsoft Partner and IT Consulting Company, we offer resources and tools designed to help businesses improve their IT infrastructure management. Our Resources section is not just a collection of documents, but a reference point to support our clients in their journey of innovation and growth. Thanks to the Onecall ticketing system and our experience in System Integration, every company can rely on efficient management and quick responses to every technical need.