Ticketing system for 200 users at a manufacturing group
Equipment maintenance, IT and facilities requests in one system instead of email and phone calls.
Problem
Requests for equipment repairs, IT support and facilities work came in by email, phone and messaging apps. Dispatchers lost track of them, nobody monitored deadlines, and there was no way to measure the load on each service team.
Five sites and three service teams, each with its own procedures
No statuses, no deadlines — requests disappear between shifts
Security requires everything hosted inside the company’s own network
Solution
We designed and launched a ticketing system that follows the group’s own procedures: routing by request type, SLA targets by category, escalation rules, and a mobile interface for technicians on the shop floor.
Routing by request type, site and SLA category
Mobile interface for technicians: photos, statuses, comments
Management dashboards for workload and turnaround by team
Deployed self-hosted inside the group’s own network
Stack
Next.jsTypeScriptPostgreSQLRedisDocker
Results in numbers
≈200
users across five sites
2×
faster turnaround on routine requests
$0
in licensing costs: open stack, self-hosted