TISSA: A Web-Based Helpdesk Support System for Tertiary Institutions with Knowledge-Based Management and Ticket Forecasting Using Time Series Methods
2022 IEEE 14th International Conference on Humanoid, Nanotechnology, Information Technology, Communication and Control, Environment, and Management (HNICEM)
(2022), pp. 1-6
Geliza Marie I. Alcober
a
,
Alexis John M. Rubio
b
,
Joan P. Lazaro
b
,
Joel B. Mangaba
b
,
Henry Dyke A. Balmeo
b
,
Teodoro F. Revano, Jr.
a
a College of Computer Studies and Multimedia Arts, FEU – Institute of Technology, Manila, Philippines
b College of Computer Studies and Systems, University of the East, Manila
Abstract: This project aims to aid students, teachers, and even non-teaching staff in terms of managing technological inquiries and maintaining communication to perform academic-related transactions by developing Tissa – a web-based helpdesk support system for tertiary institutions that integrates various time series analysis techniques in forecasting the estimated number of tickets to be filed by the stakeholders based on historical records. Specifically, it explores the effects of developing a dedicated ticket management system that incorporates both analytics and enhanced user experience to the users’ satisfaction, especially in a tertiary school setting. A total of 62 respondents were selected through purposive sampling. These respondents helped in evaluating the system's overall quality based on the ISO/IEC 25010 software quality model. The respondents' evaluation of the system's overall quality received an above-average score which means that the system passed the testing in terms of system requirements. The results gathered also suggest that 95.2% of the respondents agree that the inclusion of data visualization serves as valuable insights in performing strategic business decisions. Additionally, the system's user experience evaluation received the highest mean score of 4.82. The results for exponential smoothing yielded an 88% accuracy, linear regression was 80% accurate, simple moving techniques had an 85% accuracy rate, and 84% for the weighted moving average, which suggest that techniques used in this study can be considered reliable for future references.