Development of an IT Help Desk and Ticketing System

Information Technology — 2025, Undergraduate

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.

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