I built this Chrome extension for the helpdesk of the Public Prosecutor’s Office of Minas Gerais (MPMG). Requests came in by phone, but opening and closing a ticket in iTop took several manual steps, and nothing linked the phone system to the ticket form — so fields were forgotten, callers misidentified and tickets differed from one technician to the next.

When a call arrives, the extension opens a new ticket with the caller already identified by their phone number and lists their recent tickets. Templates fill in title, category and description; creating, assigning, resolving and closing each take one click; and searches by phone or MAP number are always at hand. Templates are linked with the IT Service Portal, so each technician manages their own.

The result: fewer clicks per ticket, consistent records and every call registered, even at peak times. I no longer maintain it, but the team still uses it every day.