T1 & T2 / FE Integration

Wire the Tier 1, Tier 2, and Field Engineering tools into one workflow: context flows to the dispatch, evidence flows back to the support ticket, and customers see one cohesive service.

Overview

Without integration, every onsite dispatch is a fresh start. The technician arrives without the ticket history, captures evidence in a separate system, and the support team closes the original ticket from a verbal handoff. Audit trails fragment. Customer experience suffers.

We design and implement the integration that makes the whole support stack act like a single system: tickets carry their history to the dispatch, technicians work the same record in the field, and resolutions close the loop automatically.

Our Process

  1. 1

    Workflow map

    Document the end-to-end ticket journey from customer contact through onsite resolution and audit-trail closure.

  2. 2

    Integration design

    Specify the API and event flows between T1/T2 (ServiceNow, Zendesk, Salesforce) and FE (ServiceMax, FieldAware).

  3. 3

    Build & validate

    Implement using vendor APIs, with end-to-end test cases that simulate full customer journeys.

  4. 4

    Cutover

    Phased cutover by region or product line, with rollback plan.

  5. 5

    Operational handoff

    Runbook for the integration, on-call rotation for ongoing maintenance.

Frequently Asked Questions

How long does a typical integration take?

8-12 weeks for two-system integration; 12-16 weeks for T1+T2+FE three-system integration.

Do you build custom connectors?

Where standard connectors fall short, yes. We prefer vendor-supported integrations and use custom code only where unavoidable.

How do you handle integration failures in production?

Documented failure modes with automatic ticket creation; on-call coverage during the warranty period; runbook handoff to your team.

Is the integrated workflow Part 11 compliant?

Yes, we preserve audit trails across systems with hashed, signed records at each handoff.

One ticket. One record. Three systems.

Send us your current T1, T2, and FE platforms. We will return an integration design and estimate within ten business days.

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