DESENVOLVIMENTO DE UMA API PARA GERENCIAMENTO DE TICKETS DE SERVIÇOS

Abstract

This Final Undergraduate Project aims to develop an API for managing support tickets, offering an efficient, flexible, and customizable solution for companies that need to organize and optimize their customer support workflows. This project is justified by the growing demand for tools that improve communication between customers and support teams, reduce operational failures, and promote greater agility and control in service processes.

The development methodology focuses on delivering functional features, using the Java programming language with the Spring Boot framework, MySQL database, JWT-based authentication, caching, and API documentation through Swagger.

The API implements functionalities such as secure JWT authentication, automatic notifications, intelligent triage flows, and ticket tracking. It is built with a modular and scalable architecture, facilitating maintenance and integration with other corporate systems. The proposed solution aims to directly contribute to customer satisfaction and to the efficiency of companies' internal processes.