Helpdesk Ticket Management System For Bank of Ceylon

Abstract

Abstract This document explains the development of the web-based system for managing helpdesk tickets. It automates the process of logging and supporting these tickets in the IT department of the Bank of Ceylon, making it more efficient. Currently almost all the technical issues are a handled via telephone conversations and team may struggle to document and track inquiries and resolutions, making it harder to provide consistent support and identify trends over time. High volume of calls also leads to long wait times for branch users and increased pressure on agents to handle calls quickly. Telephone-based helpdesk teams may struggle to provide support to branch users who speak a different language or have a heavy accent, which can lead to miscommunication and frustration on both sides. In addition, agents are generally limited to handling one call at a time, which can limit their ability to multitask and respond to multiple user inquiries simultaneously. Therefore, Bank of Ceylon IT Division is seeking to implement a helpdesk ticket management system to improve the efficiency and effectiveness of IT support services. The system will provide a centralized platform for managing IT issues and requests, tracking the status of tickets, and measuring the performance of the support team. The goal of this new system to streamline the process of submitting and tracking branch user inquiries and requests and enhance branch user satisfaction by providing a fast and reliable solution for resolving branch user issues. This system is developed entirely web-based, built using PHP language, and it stores data in a MySQL database. Branch users can use this system on their computers through our bank's internal network, using whichever web browser they like. Evaluation and testing were carried out by the selected core workers who were involved in the helpdesk team. Then the implemented system was demonstrated to the selected team members and the opinions and viewpoints were gathered through face-to-face interviews. Positive feedbacks received from the users have proved that the system fulfills the identified requirement and it was beneficial over the previously used manual process.