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

Abstract

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.

Help Desk Support Ticket and Issue Management

“…Numerous organisations have found that by using this ticketing system, questions may be answered quickly and effectively, allowing for the fastest possible response. Every business now needs information technology (IT) in order to help enhancing the efficacy and efficiency of its operations [2]. According to Al-Emran and Chalabi (2014), as the information technology sector enters the digital era, a growing number of businesses, educational institutions, and other establishments are looking to IT support for help with a variety of technical issues.…”

Analysis and Design of Ticketing Application System (Case Study: Bebek Kaleyo)

“…Accordingly, the need for information and the use of computer programs support the development of an application that may be used to address operational issues in the company (Adam et al, 2020). Service departments that deal with issues relating to the use of IT facilities or devices use the ticketing system (Kurnaedi et al, 2022). This system enables users to submit trouble reports, keep track of submitted reports, and receive responses and handling from the IT department.…”

“…This system enables users to submit trouble reports, keep track of submitted reports, and receive responses and handling from the IT department. The goal of this system is to assist staff members who report technical issues to the IT department so that issues can be communicated and fixed (Kurnaedi et al, 2022).…”