What is a valid type of integration when planning a service desk system?

Using REST-based ticketing integration is a valid type of integration when planning a service desk system. REST (Representational State Transfer) is a well-defined architectural style that allows different software systems to communicate with each other over HTTP. This approach is highly efficient and aligns well with modern web service interactions. It enables seamless exchanges of data and functionalities, such as creating, updating, and managing tickets in a service desk environment. The use of RESTful APIs allows for greater flexibility and scalability, which is essential for modern service desks that may need to integrate with various systems and tools used within an organization.

The other options present limitations that make them less suitable. Directly editing the ISC database could lead to data integrity issues and is generally not recommended due to the risks associated with bypassing the application’s business logic. Utilizing FTP for ticket management lacks the real-time interaction and responsiveness required in a service desk environment, making it less efficient for ticketing processes. Relying solely on email notifications might be insufficient for tracking and managing tickets effectively, as it does not provide the same level of integrations or automated workflows that REST-based solutions can offer.