Our customer has multiple support and development projects that are fed with data from various sources. They were looking for a solution that would integrate all projects and sources in the same application.
There is an efficiency and frustration issue among Development/Support teams who have multiple streams of tasks coming from different ticket management platforms.
The pressure is even bigger when new members join the team, as those people need to learn not only the project itself but all platforms used to manage its tickets.
We've built a ticket management platform which incorporates tickets from multiple sources like: ITSM BMC Remedy, Jira, Structured and Un-structured emails, XLSX making it easy to have an overview of the total workload of the project as well as keeping track of their status and progress so that in the end they are also SYNC-ed back with the source through complex mappings.
On top of all, the tickets in WAT can be synced 1 to 1 with Jira as an output if desired.
The user On-boarding is now easier thanks to the Checklist functionality, made to be used and assigned for every ticket type and status. The Checklist content is highly configurable because of the multiple widgets which can be added on it.