PERANCANGAN HELPDESK TICKETING SYSTEM BERBASIS WEB
Abstract
UTIPD often faces various problems, complaints, or requests from IT service users, when problems and complaints occur related to IT service activities, IT service users submit complaints and questions via telephone and WhatsApp, due to limited human resources and the number of complaints and questions that enter, IT staff often find it difficult to handle these problems. Therefore, a web-based helpdesk ticketing system was designed to simplify the process of reporting, assigning, resolving, and reporting complaints or requests for IT services at UTIPD. The method used in this design is RAD (Rapid Application Development) using UML (Unified Modeling Language) as a tool. The research stages include observation, interviews, literature studies, needs analysis, system design, and system implementation. This system was built using the PHP programming language and data storage using the MySQL database. The result of this research is a system that can be used to help UTIPD and IT service users in solving problems. This system is expected to improve staff performance and user satisfaction in providing and receiving IT services.
References
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[18] M. S. Wildan, “PERANCANGAN SISTEM TICKETING HELPDESK PADA PT ARTHATECH SELARAS BERBASIS WEB,” JRKT (Jurnal Rekayasa Komputasi Ter., vol. 02, no. 01, pp. 58–63, 2022.
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[2] C. D. Tanuraharja and G. Wang, “Improving IT Team Motivation in Using IT Helpdesk,” J. Inf. Syst. Informatics, vol. 4, no. 4, pp. 833–848, 2022, doi: 10.51519/journalisi.v4i4.342.
[3] D. B. Priyatna, M. A. Nurrohman, and M. E. Yuliana, “PENANGANAN KELUHAN MELALUI SISTEM INFORMASI DAN KOMUNIKASI HELPDESK PT . KINARYA TUNAS ARTHA,” SIBATIK J. J. Ilm. Bid. Sos. Ekon. Budaya, Teknol. Dan Pendidik., vol. 2, no. 12, pp. 3709–3720, 2023.
[4] M. I. Viarsyah, I. Meiriska, D. I. Siregar, and D. Sartika, “INCREASING EMPLOYEE COMPLAINT DATA COLLECTION WITH THE TICKETING SYSTEM HELPDESK APPLICATION AND TICKET PROGRESS MONITORING,” J. Res. Soc. Sci. Humanit., vol. 3, no. 2, pp. 51–54, 2023.
[5] J. A. Clarin, “Priority-Based Scheduling Algorithm for Help Desk Support System,” Int. J. Intell. Syst. Appl. Eng., vol. 11, no. 4, pp. 299–307, 2023.
[6] Y. S. Ritonga, M. N. Fauzan, and R. Habibi, “Helpdesk Ticketing System,” IJIRT (INTERNATIONAL J. Innov. Res. Technol. ), vol. 9, no. 10, pp. 557–560, 2023, doi: 10.13140/RG.2.2.15203.43044.
[7] R. Muharam and F. Sulianta, “SISTEM INFORMASI HELPDESK IT PERUM PERURI Rahman,” J. Eng. Res., vol. 5, no. 2, pp. 211–224, 2023.
[8] Casro, Y. Purwati, G. Setyaningsih, and A. P. Kuncoro, “Rancang Bangun Aplikasi Pengaduan Pelanggan Berbasis Web Menggunakan Framework Codeigniter Di Indotechno Purwokerto,” J. Sains dan Inform., vol. 6, no. 2, pp. 166–174, 2020, doi: 10.34128/jsi.v6i2.244.
[9] L. Rachmawati and S. D. Putra, “Design And Development Of Web-Based Helpdesk Merchant Electronic Data Capture (Edc) System At Mall Balekota,” J. Eng. Technol. Comput., vol. 1, no. 2, pp. 86–125, 2022.
[10] D. Kurnaedi, E. Oktora, E. Dharmawan, I. Nasrullah, and M. Drajat, “Web-Based IT Helpdesk Ticketing System at PT. Dayacipta Kemasindo,” bit-Tech, vol. 5, no. 2, pp. 121–127, 2022, doi: 10.32877/bt.v5i2.617.
[11] D. Styoko, N. Faizah, and L. Koryanto, “Design of Android-based Online Ticketing System Application on Hiba Utama Bus Using Location Based Service (LBS),” J. Mob. Technol., vol. 1, no. 1, pp. 35–43, 2023, doi: 10.59431/jms.v1i1.132.
[12] R. Tarigan, I. Kusosi, and A. Usri, “Perancangan Aplikasi Helpdesk Ticketing System Pada PT. Indonesia Nippon Seiki,” J. Sisfokom (Sistem Inf. dan Komputer), vol. 11, no. 1, pp. 9–18, 2022, doi: 10.32736/sisfokom.v11i1.1271.
[13] F. Fadli, M. Bagoes, and S. Junianto, “Analisa Dan Perancangan Sistem Informasi IT-Helpdesk Berbasis Web Framework Laravel ( Studi Kasus : Lion Air Group ),” Log. J. Ilmu Komput. dan Pendidik., vol. 1, no. 3, pp. 420–430, 2023.
[14] A. F. J. Nugroho and M. I. Fianty, “Streamlining IT Help Desk and Incident Management: Harnessing the Power of the ITIL Framework for Enhanced Efficiency in IT Services,” J. Inf. Syst. Informatics, vol. 5, no. 2, pp. 683–695, 2023, doi: 10.51519/journalisi.v5i2.496.
[15] L. Chatarina and Y. L. R. Rehatalanit, “Perancangan Sistem Helpdesk Dengan Metode Knowledge Management System (Studi Kasus Pada Pt. Xyz),” J. Sist. Inf. Univ. Suryadarma, vol. 10, no. 1, 2023, doi: 10.35968/jsi.v10i1.997.
[16] V. M. M. Siregar, H. Sugara, and G. A. Purba, “Aplikasi Pencatatan Laporan Penjualan Kita-Kita.Net Berbasis Web,” Tekinkom, vol. 2, no. 1, pp. 80–86, 2019.
[17] H. A. Setyadi and D. S. Perbawa, “Sistem Informasi Manajemen Aliran Barang di Toko Anugerah Karanganyar Menggunakan Metode Rapid Application Development (RAD),” Bianglala Inform., vol. 10, no. 2, pp. 76–82, 2022, doi: 10.31294/bi.v10i2.12168.
[18] M. S. Wildan, “PERANCANGAN SISTEM TICKETING HELPDESK PADA PT ARTHATECH SELARAS BERBASIS WEB,” JRKT (Jurnal Rekayasa Komputasi Ter., vol. 02, no. 01, pp. 58–63, 2022.
[19] M. Nurbaitullah, “Perancangan Sistem Informasi Helpdesk Berbasis Web Dengan Framework Laravel Pada Pt . Aisin Indonesia Automotive,” pp. 1–9, 2019.
[20] D. W. Candradewa, M. Y. Putra, and S. Setiawan, “Sistem Informasi Helpdesk Berbasis Web Menggunakan Metode Prototype pada PT . Jalur Nugraha Ekakurir ( JNE ) Cabang Bekasi,” Inf. Manag. Educ. Prof., vol. 7, no. 1, pp. 81–90, 2022.
Published
2023-12-31
How to Cite
AMANI, Aisyah Fatihah et al.
PERANCANGAN HELPDESK TICKETING SYSTEM BERBASIS WEB.
Jurnal Teknik Informasi dan Komputer (Tekinkom), [S.l.], v. 6, n. 2, p. 852-859, dec. 2023.
ISSN 2621-3079.
Available at: <https://jurnal.murnisadar.ac.id/index.php?journal=Tekinkom&page=article&op=view&path%5B%5D=1096>. Date accessed: 10 apr. 2026.
doi: https://doi.org/10.37600/tekinkom.v6i2.1096.
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