Automação e integração de soluções na plataforma Zendesk: um estudo de caso com Zendesk Integration Services (ZIS) e aplicações angular embarcadas

Abstract

This paper analyzes the use of Zendesk Integration Services (ZIS) and the Angular framework in developing integrated solutions for customer service platforms, focusing on workflow automation and system interoperability. The central problem addressed concerns the challenges of integrating customer service tools with internal and external systems, which often lead to inefficiencies and repetitive manual tasks. Through a case study based on professional experience, the effectiveness of ZIS and Angular as solutions for efficient automation and integration is investigated, enabling the customization and extension of the Zendesk platform's functionalities. The methodology applied involves the description and analysis of technical approaches and projects developed to overcome these challenges. The results demonstrate the ability of these technologies to optimize processes and expand the capabilities of the service system, contributing significantly to the field of Software Engineering by presenting practical solutions for SaaS integration in complex environments.