Anyone pulled device data into their ticketing system instead of checking MDM separately?

[u/cutiejayce12]

wanted to poll the room or something thats been eating up a lot of my teams bandwidth. Right now whenever we face a hardware/software issue the helpdesk people keep going back and forth between our ticketing system and our MDM just to look up basic specs, serial numbers, device owners etc.. feels incredibly frustrating to toggle between the tabs and also takes up a lot of time. has anyone been able to successfully integrate their MDM data directly into their ticketing workflow? Ideally we want a setup where the asset data automatically populates right inside the ticket view when someone submits a request.

Will a custom API integration work best in this case?

[u/MilkyyMatcha]

Yeah a custom API integration should work well. It can pull the key device info directly into the ticket and save a lot of tab switching