My thesis will analyze the monitoring and quality control process of ticket management opened by dealerships in the automotive sector. Specifically, the focus will be on the corrective actions to be implemented to ensure the efficiency of the problem resolution process encountered. The thesis will present an initial part where the project description has been reconstructed, with particular focus on the entire ticket management process. From this starting point, the monitoring system implemented for controlling the quality of the work performed by the agents will be analyzed and described.