Gokhale Education Society’s R .H .

Sapat College of Engineering, M

Smart Assistance For Maintenance

Services (SAMS)
*Author Aditya k, **Author Abhishek S, ***Author Anish D, ****Author Aryan M
*Department Of Computer Engineering , *Project Guide – Mr .N.V.Alone

ABSTRACT— For a service company, adapting and updating of new technologies

helpdesk or customer service is very important have made development of effective and
part of their company. Good customer support efficient help desk services challenging for
and services will help company to sustain and organizations. Organizations must actively
maintain the customer. Nowadays, customers search for new ways to provide better help
are getting used to use application during the desk services that can satisfy the growing
development of technology, internet, and customer demands and expectations. A
application. It is very important for service number of commercial products using artificial
company to also take part in developing a intelligence techniques such as expert system
good helpdesk system. The good service will and case-based reasoning become popular.
improve the service quality which are Help desk is a customer support center in an
impacted to the loyalty of customers. This organization that provides information,
paper described the main problem faced by administrative and technical supports to users,
one of the private delivery services company with the view to solving problems that users
located in Jakarta, Indonesia. The encountered in the course of using the
methodology used in this paper are data organization resources or facilities. A help
collection through study literature review and desk could comprise of one person or group of
interview session to obtain requirements. This persons that make use of telephone devices or
paper also discussed about designed and software applications to keep track of
developed online helpdesk system to support problem(s) status and thus provide solution(s)
customer service system related to the that satisfy the users as Sheehan (2007) cited.
customer satisfaction, complaint, and solve
Helpdesk could also be seen as an information
problems by them self. As the result, the
and assistance resource that supports the
company save a lot of time in serving
functionality of an organization by responding
customer, save amount of money in
to users’ requests in a timely manner. It is
eliminating telephone charges due to customer
hence, a core sector through which problems,
complaint and question, and self service for
complaints and requests are reported,
customer satisfaction.
managed, coordinated and resolved. Help desk
Keywords—helpdesk, internet, technology, software is a solution application that is used
service for managing organization’s help desk. It is
accessible to customer support personnel who
I. INTRODUCTION-
could direct request(s) to servicing
department(s).
Information technology (IT) support for end-
users has emerged as one of the leading Help desk is designed and customized to
concerns of organizations. Continuous provide businesses with an internal support

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HelpDesk
system as well as a link for providing support
to its customers. Help desk applications host a
number of benefits that includes:
1. Giving existing clients with information
and Frequently Asked Questions (FAQ's)
System’s
concerning the organization's frameworks
and approaches. primary
2. 24-hour availability thus catering to the
trend of office personnel working late and
to those overseas or in different time
objective is
zones.
3. Troubleshooting peculiarities gives clients
the capacity to take care of numerous help
to give
solution to the tickets raised at the possible
issues all alone. This apparatus gives the earliest time. In the traditional system of
clients with brisk and simple HelpDesk Ticketing system when the user
arrangements and sparing the raises any query for the solution, the query
organization’s cash. gets pushed into the ticketing system where
4. Serves as an instrument for following and the engineers can view the tickets raised.
recording help work area concerns, which This consumes a lot of time for the engineers
gives an information base of resolutions as engineers are unaware of the problem &
to past exchanges concerning comparable nature of the query when they open any ticket.
The solution to this traditional system is three
issues.
tier architecture mainly divided as User, IT
5. Supplies information concerning trends
coordinator & engineer. When the user raises
and other issues, which aids in the ticket for the query for the problem arising,
continuing improvement of products and firstly, the ticket gets reflected onto the portal
services. of IT coordinator. The IT coordinators work is
to assign the query to the engineer according
Statement of the Problem –
to the nature of the problem arising. The
This study focuses on Automated Help desk: three-tier architecture will provide an
Customer support for Information Technology effective solution to the queries not getting
Resource Center. In order to evaluate the the delays in giving solutions while giving
resolutions as soon as possible.
scheme, it needs to characterize the
performance in terms of quality of the output,
time to process requests, and extent of III. EXISTING SYSTEM
usability. Specifically, it will seek to solve the
following problems: The Helpdesk systems are widely used by
the organizations to manage support requests
1. What support tools are available to the from the user. When the user creates a query
help desk and available to its clients? with the problem definition, the tickets gets
logged into the system. The tickets logged are
2. How does the performance of proposed reflected directly to the support
automated help desk measure the engineer’s management system, which are
information? then
opened/viewed for the resolution of the ticket.
II. PROBLEM DEFINITION status of the ticket changes to “Opened” so as
to start

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Gokhale Education Society’s R .H . Sapat College of Engineering, M

The work on the query. After resolution of the to the other engineer of the samespecialization.
ticket by giving solution to the query, the Other engineer of the same specialization takes
ticket is then closed down the work of solving the query which is
& in turn notified to the user as closed. unresolved.
The helpdesk systems are typically based on
the web-based interfaces where users can log V. LITERATURE RIVIEW
the tickets for the queries. i.e., raise the tickets,
which gets routed to the support engineers for A helpdesk is intended to provide end user
providing a solution to the queries. The system with information and support as per their
tracks the ticket lifecycle which can be easily query or related to a particular company or
viewed by the by the user such as updates to institution's products and services. According
the ticket, which also notifies the user to (Kearsley, 1988) help desk system is one or
whether the issue has been resolved or not. more programs designed to provide user
Some of the popular helpdesk ticketing assistance embedded in a larger program or
systems include Zendesk, Freshdesk & computer system, Help desk software
Servicenow. The Helpdesk ticketing system programs can be used to handle the complaints
has become an essential part of the and issues of your external or internal
organizations. It provides hassle free customers. Some solutions in fact serve both,
experiences to the users within the least while other management platforms serve either
amount of time while solving queries at the external or internal customers (Schank, 2011).
earliest. Thus, a Help Desk represents a single point of
contact for end user support. In developing a
successful helpdesk system, the helpdesk
IV. PROPOSED SYSTEM contact channels need to be known by the staff
This proposed system will help users to and management of the host institution. The
easily generate tickets for the queries while leading contact channels for a helpdesk system
giving desired solution for the users. The are mobile device and Internet. A lot of
solution to ticket raised helpdesk systems have been in use across
will be given by the specialized engineer different domains in education,
according to the nature of the query. It will not customer service, telecommunication
only provide a solution to the query but also companies, government and banking. Some of
reduce the timeline for resolving the queries the existing helpdesk systems include
for the better working. Zendesk, Mojo Helpdesk, Tender Support
When user generates a ticket for the query, System, Fresh desk and Manage-Engine
the ticket will reflect into the ticketing system Service desk Plus.
of the IT coordinator by logging with
his/her credentials. The tickets are only visible
to IT coordinator on the ticketing system
unless & until it is assigned to the
engineer. IT coordinator then assigns the ticket
to the engineer according to the nature of the
query.
Also, it checks which engineer is specialized
in solving these types of queries. The ticket is
then assigned to the engineer for the
solution of the query with the given timeline.
The timeline given is based on the problem
statement for which the
query should be resolved in given timeline
only. Suppose, If the engineer is unable to
solve the query, then, the query gets passed on

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Gokhale Education Society’s R .H . Sapat College of Engineering, M

represent each interaction with the system. A

HelpDesk
use case is a methodology used in system
analysis to identify, clarify, and organize
system requirements. For this system it has
VI. METHODOLOGY
three users namely: Admin, Customer and
This section of the research constitutes the Support Staff each with a specific function
preferred method used to implement the illustrated by a use case diagram.
system. Research methods are used to fulfill
The figure below shows the use case
the research objective (Jenkins 1985; Mingers
scenarios of the helpdesk system for
2001). There are a number of different
customers and support staff.
research methods which can be used for
research, such as: archival analysis, case Fig 1: Showing use case for Customer and
study, experiment, history, questionnaire, Support Staff
interview and survey. The research questions
and the overall objective of the research is a The use case above illustrates the functions
fundamental component of determining which that Customer and Support staff can perform
research method to utilize. The archival using the system. All these modules exist on
analysis and survey methods seek to answer the designed system.
the research questions that pertain to „who‟, Fig 2: Admin Use Case, it showcase the
„what‟, and „where‟. Whereas, the case study operation of an admin when using the system.
and the history methods seek to answer the
research questions pertaining to „why‟ or This use case demonstrates the
„how‟ the phenomenon of interests occurs. functionality/activities that admin will
The experiment research method also seeks to perform while using the system.
answer the same style of questions through
controlled manipulation of dependent
variables (Yin 2013). The history
methodology does not focus on contemporary
events, but the case studies do (Yin 2013).The
research methodologies used throughout the
research are interview and questionnaire, as
these method provides the answer for this
research that served as tools for system
design. There are diverse methods used to
implement any kind of system but in the
course of this very research, waterfall model
was used because each phase must be
completed before the next phase.

VII. SYSTEM MODELING

A use case diagram is part of the unified

modeling language set of diagrams, a standard
notation for the modeling of real-world
objects and systems. It shows the important
actors and functionality of the system. Actors
are represented by stick figures and functions
by ovals. Use case models are used to

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Gokhale Education Society’s R .H . Sapat College of Engineering, M

VIII. SYSTEM DESIGN

This helpdesk support system comprises of
three main users – Customers, Support Staff
and Admin. From the manual system in
existence couple with the questionnaire and
interview carried out, it path way to a better
conceptual model of the system as shown
below:

Fig 1: Showing use case for Customer and

Support Staff

Fig VIII. 1 : This figure shows the structural

designed of the entire system
IX. SYSTEM IMPLEMENTATION
This is the phase where programmers write
the codes for the modules in a procedure-
oriented design, or write the program units
that implement classes in object oriented
design (Professor Tanko Ishaia, 2018). The
former was adopted while developing the
prototype. The following tools were engaged
in the system development: XAMPP as the
web server, Hypertext Preprocessor (PHP) as
server side programming language, MySQL
as database, CSS, HTML, BOOTSTRAP for
designing the front end of the system and
JavaScript. The application can be used by
any institution that is willing to take
advantage of the evolution of information
Fig 2: Admin Use Case, it showcase the technology to fast track the process of
operation of an admin when using the system. supporting users in ICT environment. The
Helpdesk support system has several

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Gokhale Education Society’s R .H . Sapat College of Engineering, M

advantages over the existing manual helpdesk

system in use. The major advantages are as
follows (i) the system gives a simple approach
to users to help themselves and rapidly solve
what they require, and minimize their
disappointment, and (II) Provides structured
and on-time handling of all changes in IT
organizations. However, the new Helpdesk
support system has some demerits such as (i)
Connection: If the support staff, technician or
server is not connected to the internet.

User Interface For the next step, prototype

was built. This is the prototype for back-end
used.

Fig IX .2 :Complaint Form

Fig IX. 1 : Login Page

The user can login using their username and
password given by the system.
After Login, user will see home to decide next
action.

This form is used if customer would like to

submit complaint and handled by customer
service. Customer service will find the unit
number and the information will
automatically appear, customer service then
will input the detail complaint and save it to
the system. The complaint will be recorded
and processed to the technician and create the
maintenance form

Fig IX. 3 : View status Of Complaint

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Gokhale Education Society’s R .H . Sapat College of Engineering, M

X . CONCLUSION (2023) Electric Power Components and

Systems.
The utilization of helpdesk system can reduce
task, problem, and improve the customer
satisfaction rather than waiting for the
customer service to solve the problem. The
comparison between current situation and the
optimized situation showed the problem and
question can be handled by the customer
using the system without need to come and
complain to the service center and shorten the
time in handling problem by customer
service. As you can see, the benefit of this
online helpdesk system for this service
company will reduce complexity of customer
complaints and needs using one system, and
for the impact, it will increase customer
satisfaction.
Further research and recommendation is to
analyze the degree of satisfaction by using
online helpdesk system and testing the system
for further improvement especially for the
front end.
XI. REFERENCES

[1] Aggarwal et al., 2016 V. Aggarwal, S.

Agarwal, G. Dasgupta, G. Sridhara, E. Vijay
ReAct:a system for recommending actions for
rapid resolution of IT service incidents. 2016
IEEE International Conference on Services
Computing (SCC) (2016), pp. 1-8

[2] Kaur A., Grover P.S., Dixit A. (2019)

Performance Efficiency Assessment for
Software Systems. In: Hoda M., Chauhan N.,
Quadri S., Software Engineering. Advances in
Intelligent Systems and Computing

[3] Shanthi, D. N. ., & J, S. . (2022). Social

Network Based Privacy Data Optimization
Using Ensemble Deep Learning Architectures.
Research Journal of Computer Systems and
Engineering

[4] Pande, S.D., Gudipalli, A., Joshi, Fuzzy-

Based Slip Resistive Controller for Front
Wheel Drive Autonomous Electric Vehicle

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