Development of an IT Help Desk and Ticketing System
Information Technology — 2025, Undergraduate
web applicationIT service managementticketinghelp desk
This study developed an IT help desk and ticketing system that logs support requests, assigns technicians, and tracks resolution times against service targets. The system provides knowledge-base articles and escalation rules. Adopting a client-server architecture and a survey-based usability evaluation, the system was built using Python, Flask, and SQLite. The findings showed that the system reduced response times and improved request tracking, while achieving a high System Usability Scale score. The study recommends deployment in ICT support units.
For reference and learning only. Do not submit this work as your own.
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