IT Ticketing System Mobile application
Huab, Christian O.
Laringo, Ian B.
Gido, Art C.
Mondia, Joash Z.
A Research
Presented to the Faculty of the
Department of Information Technology
of the
SAN PEDRO COLLEGE OF BUSINESS ADMINISTRATION
in Partial Fulfillment of the Requirements for the Degree
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY
CERTIFICATE OF ORIGINALITY
We certify that this Research entitled IT TICKETING SYSTEM MOBILE APP presented
to the Faculty of the Department of Information Technology of San Pedro College of
Business Administration in the Second Semester of the Academic Year 2020 is our own and
is our original work except as specified in the acknowledgements and in the reference.
We certify that this Research has never been published before, nor presented to the SPCBA
or to any other institution for the completion of an academic degree.
Huab, Christian O.
Laringo, Ian B.
Gido, Art C.
Mondia, Joash Z.
San Pedro City, Laguna
December 2020
IT TICKETING SYSTEM MOBILE APP
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Table of Contents
CHAPTER 1
Introduction..........................................................................................3
Background of the Study.....................................................................4
Problem Statement...............................................................................5
Objectives of the Study
General Objectives...................................................................6
Specific Objectives....................................................................6
Conceptual Framework………………………………….…. 7
Significance of the Study...................................................................8-9
Scope and Limitation........................................................................9-10
Definition of Terms............................................................................11
CHAPTER 2
Related Studies...................................................................................12
Foreign Studies.................................................................................12-15
Synthesis of Related Literature........................................................16
Related System.................................................................................16-17
CHAPTER 3
Research Methodology....................................................................18-19
IT TICKETING SYSTEM MOBILE APP
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Research Design................................................................................19
Participant/Respondent....................................................................20
Data Gathering Procedure...............................................................20
Sample and Sampling Technique....................................................21
Instrument of Measurement............................................................21
Reliability and Validity of Research Instrument………………..23
References…………………………………………………………23-25
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CHAPTER 1 – THE PROBLEM AND ITS SETTING
INTRODUCTION
The importance of mobile phones in our everyday life and activities is undeniably unending;
this is so because there is ongoing tremendous transformation in that mobile phones are no
longer the ordinary communication device it used to be. It has become the colossal point of
attention for individuals and businesses alike, courtesy of the various incredible features and
opportunities that mobile phones offer. Mobile phones have an important role to play – they
are an integral part of peoples’ lives, and we take them literally everywhere we go. To be
more precise, proponents think that developing and transforming IT Ticketing System into
Mobile Application is more helpful today.
IT Ticketing systems are one of the most important pieces of software used by top service
providers and customer support operations. These systems allow teams to capture, manage,
and track the status of customer issues in an organized and highly-collaborative manner.
IT TICKETING SYSTEM MOBILE APP
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BACKGROUND OF THE STUDY
Polytechnic University of the Philippines - San Pedro is primarily concerned in providing a
quality customer relation service so they can be more competitive and knowledgeable which
will make them prepared and equipped to meet the demands of new normal.
In effect of the pandemic, bulk request of student’s documents are happening. It is mainly
because of the pandemic that we are currently experiencing, that is why online requests of
documents are multiplying. The school strictly advises the student to stay at, to minimize or
maybe fully remove this kind of problem; proponents propose to make an app like IT
Ticketing System.
The Polytechnic University of the Philippines - San Pedro current system is the Polytechnic
University of the Philippines portal for their customer servicing through emailing and
Facebook Messenger.
This is often ineffective since the system cannot help in tracking if the request has been
closed or is still open. A follow up on request status is also cumbersome.
IT TICKETING SYSTEM MOBILE APP
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PROBLEM STATEMENT
A cursory look at the operations of The Polytechnic University of the Philippines – San
Pedro., reveals that the service provider currently finds it increasingly difficult to explore
opportunities to provide actual and potential customers with differentiated service level
agreements (SLAs), which fulfill the implicit obligations being entered into between the
service provider and customers.
Indeed, it is very unfortunate to note that, currently most customers (Students) of the
Polytechnic University of the Philippines – San Pedro continue to call, Facebook messaging
or e-mailing to request student documents or reporting issues. In many cases, a specially
designed form is filled taking note of the student number, location and the specific request or
problems. It should come as no surprise that faults are eventually piled up. Meanwhile, as the
customer base grows, the amount of paperwork done in a day has become very enormous.
As a consequence, many requests are not attended to in an orderly manner, thereby delaying
response time. Tracking complaints from customers via the use of IT Ticketing System App
are virtually observed not to be very effective, and or nonexistent, let alone resolving issues
efficiently.
Some students tend to request documents multiple times before they are attended to amid
frustrations of having to travel long distances, just to make a simple request or complaints.
In consideration of the above noted problems, the study inquired into inherent benefits of the
use of mobile base IT ticketing System App.
IT TICKETING SYSTEM MOBILE APP
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OBJECTIVE OF THE STUDY
GENERAL OBJECTIVES
The study inquired into the use of mobile base ticketing system and its inherent benefits in
Polytechnic University of the Philippines – San Pedro. The study aims to present the school
(Polytechnic University of the Philippines – San Pedro) through customer care (helpdesk)
with a way of receiving request(s) from users.
SPECIFIC OBJECTIVES
To provide clients (Users) with a way of presenting their request(s).
Identify the major challenges that hinder the effective use of IT Ticketing Systems App in the
organization.
To present a platform for answering the request.
A Database to be used for storing all of the information regarding the system, this
information includes the Tickets and the specific comments.
A search functions to be used for the follow-up of the request.
IT TICKETING SYSTEM MOBILE APP
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CONCEPTUAL FRAMEWORK
The figures below show the conceptual framework for IT Ticketing System Mobile
Application.
Table 1
This table shows the requirements of the system should have to be able to achieve the main
objective of the study to come up to a good result.
Customer Tech Support
User Friendly
Data Security
Loyalty
Customer Satisfaction
Quality of the System
Referral Likelihood
Quality of Service
Table 2
The table show the circumstances (complexity in data management, rapid technological
obsolescence) that the system should overcome to achieve the goals of the study.
Competitive Advantage
Complexity in
management
data
IT TICKETING SYSTEM
MOBILE APP
Business Intelligence for
Enhanced Performance
Rapid
Technological
Obsolescence
Customer Satisfaction
and Retaining
IT TICKETING SYSTEM MOBILE APP
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SIGNIFICANCE OF THE STUDY
The current study appeared quite significant. This stemmed from the fact that, it tends to
provide the following noted benefits: First, it provides a concise understanding of the exact
nature of computerized trouble ticketing systems, which is recognized to be one of the fastest
growing segments in today’s era of intense competitive and rapidly changing interactive
corporate helpdesk business environment.
Moreover, it considers in details and subject to an empirical analysis of IT Ticketing System
Mobile App, in order to discover the essential features or meaning of it in the context of
customer servicing of Polytechnic University of the Philippines – San Pedro and even
beyond. Further, it identifies the major challenges that tend to hinder the effective and
efficient design and use of IT Ticketing System Mobile App which are nowadays widely used
in many companies that are into service provisioning.
Above all, it equips stakeholders in private institution business, such as engineers, managers
and customers of Polytechnic University of the Philippines – San Pedro with the requisite
know-how to make informed decision and choose course of action with regards to fault
reporting, assignment, and troubleshooting via the use of IT Ticketing System Mobile App.
USERS
The study will be useful for anyone who wants to request for a copy of their document from
Polytechnic University of the Philippines – San Pedro.
IT TICKETING SYSTEM MOBILE APP
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RESEARCHERS
For the researchers, the study will prove beneficial to us as it allows us to expand our
knowledge in Information Technology.
FUTURE RESEARCHERS
This study will help future studies related to developing a mobile application for a help desk
support.
SCOPE AND LIMITATIONS
This project is geared mainly towards a student’s master’s project. Based on this, the
commercial usability of the end software will depend on the following assumptions and
limitations:
The study will be focusing on developing a mobile base application like IT Ticketing System
for Polytechnic University of the Philippines – San Pedro to have a better customer relation
service. This study will include the Polytechnic University of the Philippines – San Pedro
administrator and other concern departments and they will serve as the respondent when this
app is on the run. Throughout the process, the software collects data that supplies the
respondent with additional tools. This frees up the time needed to sort through tickets that
someone else is more skilled to answer as well as providing previous solutions to the
IT TICKETING SYSTEM MOBILE APP
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problem. The respondent can analyze the ticket, suggest appropriate fixes, and resolve the
issue in a timely manner.
From beginning to end, the software documents the process and can even alert the requestor
to the status of the resolution.
This IT Ticketing System Mobile App for School is a freeware or free-program application
which contains only proponent’s idea and because of not having a database of the Polytechnic
University of the Philippines – San Pedro enrolled students. In the absence of the student’s
database proponents use Microsoft Access to have a generated list of students to act as a
requestor and to use it as temporary database.
DEFINITION OF TERMS
Ticketing System - is a management tool that processes and catalogs customer service
requests. Tickets, also known as cases or issues, need to be properly stored alongside relevant
user information. The ticketing system should be user-friendly for customer service
representatives, managers, and administrators.
Android – is a mobile operating system developed by Google. It is used by several
smartphones and tablets and is based on the Linux kernel.
System – a regularly interacting or interdependent group of items forming a unified whole.
Mobile – a device relating to phones, handheld computers, and similar technology.
Mobile Application – a software application designed to run on mobile devices.
Computer - an electronic device for storing and processing data, typically in binary form,
IT TICKETING SYSTEM MOBILE APP
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according to instructions given to it in a variable program
I.T - Stands for "Information Technology," and is pronounced "I.T." It refers to anything
related to computing technology, such as networking, hardware, software, the Internet, or the
people that work with these technologies.
CHAPTER 2 – REVIEW OF RELATED LITERATURE
AND STUDIES
This chapter presents the review of related literature and studies. It contains a
review of books and studies on the subject matter conducted local and foreign, and
their relation to the present research. The proponents look for a number of foreign and
local studies and some related literatures that have either direct or indirect bearing of
the study.
RELATED STUDIES
Organizations have been investing heavily in developing IS and IT [1] because these
developments enable them to solve business problems, to gain competitive advantage
and to sustain organizational improvement [2][3]. Consequently, the variety and
complexity of software, hardware and network technology have increased
substantially. This leads to the establishment of IT HD to provide technical support to
users.
There is no sufficient evidence to show when the first HD was established, however
HD pioneer Howard Kendall (2002) believes it has only been established for about
twenty years. Before HD emerged, users either called whoever they knew or the so
called “computer expert” in the IT department when they required technical support
IT TICKETING SYSTEM MOBILE APP
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[4][5]. However, this ad-hoc support framework has some shortcomings. Firstly, IT
staff might not be available for immediate assistance because they were usually
occupied with other crucial projects [6]. Secondly, excess amount of support duty
would lead to high level frustration within the IT department because they were bit
able to spend time on their own tasks or projects [4]. Thirdly, users may often call the
wrong person, workgroup or even department for assistance [7][5]. This would
frustrate user because s/he was required to make another call or be transferred to
another staff who was responsible for solving the problem. The solutions, needed to
solve the problem not only were delayed the support process, may also interrupt the
development and deployment of new services and systems in the IT department. Thus,
the idea of HD began to emerge with the purpose to minimize the above problems and
to meet user’s expectation.
TICKETING SYSTEM USING MOBILE APPLICATION
Automation of helpdesk using case-based reasoning is a system concerned with
solving
customers’ problems.
Through Case-Based Reasoning (CBR). It classifies the
problem and makes it easier for the competent authority to without any delay; the
manager can keep track of all the problems and return to it at any time [8].
Furthermore, an automated Help Desk was developed to provide a variety of online
resources for the clients for the aim of resolving problems related to IT [9].
IT TICKETING SYSTEM MOBILE APP
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In addition, Help Desk queries could be classified into different categories based on
its information by using a semantic classification technique. This reduced time and
effort consumed in answering these queries, and redirect to queries to the correct
authorities [10]. According to Fajar and Shofi, to develop a successful system, the
requirement analysis step should be the most critical phase of software development
[11]. Therefore, helpdesk systems must always meet with its purposes.
HELP DESK MANAGEMENT SYSTEM
In the research journal of [12] entitled “Customer Services – Help for the Help Desk”,
to meet the expanding needs and challenges faced by their Center, the author
developed a web-based application that they call SystemsReference, or SysRef for
short. SysRef is a front end to other behind-the-covers applications. It has been
enhanced to such an extent over the past few years that it is now our primary support
tool. The basic philosophy in designing SysRef was to make use of existing tools or
web pages wherever possible and build or enhance existing tools where necessary.
When they built on existing structures, they tried to do so in a cost-effective manner,
using approaches that would provide us with flexibility down the road. Any service
desk solution should provide a comprehensive feature set that supports best practices
service-desk processes. If adopting ITIL processes, look for a solution that implement
ITIL processes out of the box. That greatly speeds implementation and enables you to
IT TICKETING SYSTEM MOBILE APP
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achieve faster time-to-value. Look for a vendor that offers solutions certified as ITIL
process compliant, which means the technology is driving true IT process
improvements and efficiencies in accordance with ITIL best practices [13].
SYNTHESIS OF REVIEWED LITERATURE AND STUDIES
The following studies was chosen by the researchers as it contributes greatly on what
the researchers are trying to achieve or prove, and it greatly emphasizes on the
importance of ticketing system and helpdesk app and it will help a lot in our time
because it is on the mobile phone we no longer have a hard time going to the school
or company to view your documents
RELATED SYSTEM
ZOHO DESK
Zoho Desk is a context-aware help desk software that helps businesses focus on the
customer. It's convenient to use, can be customized to fit any business, and doesn't
cost a fortune. Zoho Desk comes from Zoho, the operating system for business.
Key features:
- Work Modes organize your tickets based on due time or customer type, so you know
which ticket needs you first.
IT TICKETING SYSTEM MOBILE APP
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- Zoho Desk brings in customer information from Zoho CRM, so you can put a face
to each ticket.
- Tickets are displayed as conversations, so agents can stay updated on ticket activity.
- With the all-new Team Feed, you can tag your team members on tickets, and
collaborate to close tickets faster.
- The Notification Centre brings you updates on your tickets, so you stay on top of
things wherever you are.
- Perform frequent ticket actions like edit, close and move with quick swipes.
- Create, view, edit and delete tickets from any department.
FRESH DESK
Deliver exceptional customer support on the go. Unchain yourself from your helpdesk
and make your customers happy with the Freshdesk Android app. Streamline
customer queries from multiple channels and answer them easily from your phone.
Freshdesk is an online customer support software by Freshworks Inc. that lets you
support your customers across channels like email, phone, chat, Facebook, Twitter,
and your website.
Key Features:
1. Get a quick overview of your helpdesk. Access all tickets available to you.
2. Prioritize the tickets that need your attention with filters before responding.
IT TICKETING SYSTEM MOBILE APP
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3. Manage your support - Set priorities, assign agents, change tickets statuses.
4. Race through routine actions with one-click scenario automations.
5. Delete tickets and block spam right from your phone.
6. Log time spent on a ticket.
7. Stay informed about all updates and changes with push notifications.
HÄFELE TICKETING SYSTEM
A ticketing system which helps the Sales staff to organize and resolve tickets
raised faster. User can raise ticket which will be sent to the concerned
Manager. User can check the pending and closed tickets. Notification will be
sent to the User to ask if the issue has been solved or not. The User can
escalate to the higher authority if the issue is not solved.
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CHAPTER 3 – RESEARCH METHODOLOGY
RESEARCH METHODOLOGY
The researchers will RAD (Rapid Application Development) Methodology as it
greatly suits what the researchers are trying to accomplish which is to create a mobile
application.
RAD
DEMONS
TRATE
ANALYSIS
AND QUICK
DESIGN
TESTING
BUILD
IMPLEMENTATION
REFINE
Define and finalize project requirements - During this step, stakeholders sit together
to define and finalize project requirements such as project goals, expectations,
timelines, and budget. When you have clearly defined and scoped out each aspect of
the project’s requirements, you can seek management approvals.
Begin building prototypes - As soon as you finish scoping the project, you can begin
development. Designers and developers will work closely with clients to create and
improve upon working prototypes until the final product is ready.
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Gather user feedback - In this step, prototypes and beta systems are converted into
working models. Developers then gather feedback from users to tweak and improve
prototypes and create the best possible product.
Test, test, test - This step requires you to test your software product and ensure that all
its moving parts work together as per client expectations. Continue incorporating
client feedback as the code is tested and retested for its smooth functioning.
Present your system - This is the final step before the finished product goes to launch.
It involves data conversion and user training.
RESEARCH DESIGN
The study was a quantitative exploratory survey that utilized conveniently selected
research subjects in a study that sought to explore application. The vital data collected
with the aid of structured questionnaires have been analyzed descriptively, results of
which have been used to explain benefits of the study.
IT TICKETING SYSTEM MOBILE APP
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PARTICIPANT/RESPONDENT
The respondents of this study are the students of Polytechnic University of the
Philippines – San Pedro. The researchers chose them as respondents because these
students are the customer of the school. They will evaluate the application in order for
the researchers to gather the necessary data.
DATA GATHERING PROCEDURE
Two common sources of gathering data, including: primary and secondary sources
were heavily relied on. Primary data gathered comprised responses elicited with the
aid of structured questionnaires administered to the targeted respondents.
Secondary data collected from existing studies and documents also helped in
providing the framework for the research project, and development of research
questions. In particular, this information was mined from internal databases of the
organization, as well as document and books; both published and unpublished.
Similarly, articles and abstracts in academic journals were consulted.
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SAMPLE AND SAMPLING TECHNIQUE
In many cases, census of a given research population are so enormous as to preclude
the possibility of its use. In addition, it has been demonstrated time and time again
that, a relatively small but carefully selected sample of a population can accurately
reflect the true characteristics of the universe from which it is drawn. The subset of
the population from, or about which information was obtained was made up of
representative cross section of about one hundred and thirty-five (N = 135) research
subjects.
Nonprobability sampling technique of purposive sampling method was used to select
all the elements drawn from the sampling frame. The choice of this sampling
technique was based on the idea that, it was found to the simpler, less time
consuming, and less expensive way of getting representatives, who satisfy the purpose
of the study.
INSTRUMENT OF MEASUREMENT
A self-administered questionnaire was the main instrument crafted and utilized to
gather a cross section of essential quantitative data set needed for analysis. This
survey instrument was captioned: Questionnaire for Collecting Data on IT Ticketing
System Mobile App and Its Inherent Benefits in Polytechnic University of the
Philippines – San Pedro.
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In effect of the Pandemic researchers choose the method by emailing or by google
form questionnaire to avoid face-to-face contact.
It has Four (4) main sections: A, B, C and D. Section A is the students serve speeders
as types of respondents which provide thoughtful and honest answers. Section B
contained variables, which measured the exact nature of IT Ticketing System. Section
C presented variables that tended to measure benefits inherent in the use of ITTSs in
Polytechnic University of the Philippines – San Pedro.
The instrument continued with Section D that also indicated questions that measured
challenges facing the organization in the use of IT ticketing systems in the
Educational Services Sector.
The instrument concluded with section E, which showed items that measured
recommendations for managing a myriad of challenges that tend to thwart realization
of the inherent benefits in the use of ITTS in the Educational Services Sector. It is
noteworthy that, research items have been measured on nominal and ordinal levels of
measurement.
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RELIABILITY AND VALIDITY OF RESEARCH INSTRUMENT
It is generally agreed that, whatever procedure for collecting data set should always be
examined critically in order to really assess to what extent it is likely to be reliable
and valid.
In view of this, research items been measured were subjected to rigorous and robust
research procedure so as to produce similar results under similar research conditions
on all situations.
In effect, samples of some similarly crafted research instruments were administered to
selected respondents in a similar organization time after time. In order to ensure
validity of responses, the study again managed to obtain a representative range of
responses as possible to enable researcher fulfills the objectives of the study that
provided answers to key questions.
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