Pembangunan Helpdesk Ticketing System Berbasis Web (Studi Kasus: Universitas Yarsi)

Rachmawati, Ummi Azizah; Adam, Syarifu; Alwi, Syarif Husain

doi:10.33476/jtiy.v6i1.597

Cited by 5 publications

(4 citation statements)

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“…Some of the benefits that can be obtained include: (1) Increased efficiency, the ticket system will automate the assignment, and guarantee that the appropriate staff members are handling IT service requests. This saves time and improves demand-handling efficiency [6]. (2) Centralised tracking and reporting, with the ticket system, companies can track the status of IT service requests in real-time.…”

Section: Introductionmentioning

confidence: 99%

Designing a helpdesk ticketing system to improve the efficiency of IT support services on an XYZ company-based web-site using the Laravel framework

Wahyuddin,

Putri

2024

MATRIX

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PT XYZ company requires a Helpdesk Ticketing system that can enhance the efficiency of their IT support services. Hence, this study aims to design and implement a web-based Helpdesk Ticketing System using the Laravel framework. The system is designed to assist the IT department in efficiently responding to and addressing employee issues. The research methodology includes user requirement analysis, system design, and application development using the Laravel framework. During the requirement analysis phase, the author identifies user needs and determines the essential features that should be present in the system. Subsequently, the system is designed, considering efficient architecture and design principles. In the development stage, the author utilizes the Laravel framework to build the Helpdesk Ticketing System. The selection of this framework is based on its capability to expedite the development process and provide the required features for the system. Additionally, the author conducts testing using the Black Box Testing method to ensure the system's functionality. The outcome of this research is a web-based Helpdesk Ticketing System that efficiently assists the IT department in handling employee issues. The system allows employees to report problems through the website, and the IT team can easily respond to and manage incoming tickets. With the implementation of this system, it is expected that the efficiency of IT support services will increase at PT XYZ.

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Section: Introductionmentioning

confidence: 99%

Designing a helpdesk ticketing system to improve the efficiency of IT support services on an XYZ company-based web-site using the Laravel framework

Wahyuddin,

Putri

2024

MATRIX

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“…The helpdesk also functions as a complement to a service function and is responsible a source of solving problems or other issues (help-d esk-world.com). The process of this helpdesk is to help company workers who submit technical issues to the support team so that concerns can be conveyed and can be resolved [3].…”

Section: Introductionmentioning

confidence: 99%

Web-Based IT Helpdesk Ticketing System at PT. Dayacipta Kemasindo

Kurnaedi¹,

Oktora²,

Dharmawan³

et al. 2022

bit-Tech

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An IT helpdesk is a software or system that helps users troubleshoot their IT facility through one or more points of contact. Then, it allows users to troubleshoot, track their problems, and get help with products or services. PT Dayacipta Kemasindo, in carrying out administrative processes, and work in the office, cannot be separated from the use of IT, so if there is a problem with IT facilities, it requires assistance from the IT department. However, there are several problems, one of which is that the department that reports disturbances and damage often does not know how long it will take for their issues to be handled because the process of queuing for work is not clearly visible, so it seems relatively slow. The purpose of this research is to develop an IT Helpdesk system for trouble reporting and monitoring repair work. The result of this research is a system that can be used by the IT department to help monitor incoming assignments and work.

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“…Ticketing is a code number used in an organization to detect, report, and solve several problems [3]. Ticketing will help customer support in accommodating customer needs such as requests, questions, or certain complaints so that the settlement process is easier to trace [4]. In the research that has been done, the implementation of system is web-based from the client and administrator side.…”

Section: Introductionmentioning

confidence: 99%

Helpdesk Ticketing Information System Based on Android at Communication and Information Department of Badung Regency

Damayanti¹,

Suyadnya²,

Khrisne³

2021

jeei

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In the operational activities of Diskominfo at Badung Regency, there are often reports of service problems every day. Currently, the reporting of these problems is still done in person via telephone or short message, which affects the speed of handling the report. The complaint system is a solution to problems related to reporting and handling of these service problems. In this study, a mobile application-based complaint system will be developed for the client-side to make it easier for clients to report or respond to reports and for the server-side, it will be developed on a web-based basis to still facilitate the management of complaint data. This study uses Data Flow Diagrams to model the process and Entity Relationship Diagrams to model its database. The evaluation process is carried out using the black box testing method and usability evaluation using SEQ and SUS. The system that has been successfully developed is able to carry out the main processes related to adding reports, viewing report progress, verifying reports, following up on reports, and changing report status. Testing using the black box testing method on 7 test classes with 74 test scenarios to get 74 valid test scenarios. Testing the installation and use of applications on 3 types of smartphones has also been successfully carried out without any problems. Usability testing on users using SEQ gets a middle value of 6 (for Administrator and IT Staff) and 7 (for Verification), which shows that the application developed is easy to use by the user, with the results of the SUS the questionnaire, the user shows that the application is in the Excellent class with an average value obtained from 15 respondents of 80.5.

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Pembangunan Helpdesk Ticketing System Berbasis Web (Studi Kasus: Universitas Yarsi)

Cited by 5 publications

References 0 publications

Designing a helpdesk ticketing system to improve the efficiency of IT support services on an XYZ company-based web-site using the Laravel framework

Designing a helpdesk ticketing system to improve the efficiency of IT support services on an XYZ company-based web-site using the Laravel framework

Web-Based IT Helpdesk Ticketing System at PT. Dayacipta Kemasindo

Helpdesk Ticketing Information System Based on Android at Communication and Information Department of Badung Regency

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