Abstract
ABSTRACT This paper discussed the development of multi-channel support and ticketing interface for online support management system (OSMS) platforms that streamline the entire support requests and convert the stakeholder’s queries coming from multiple channels to provide a holistic view of all ticket-related information in one place. The system increases organization efficiency, allowing the technical support agents to track, prioritize, and resolve support queries within a single interface. The researcher anchors the study on research and development (R&D) which aims to understand a subject matter more completely and build on the body of knowledge relating to it. The data collection technique used was unstructured interviews, document analysis, and modified survey-questionnaire adapted from ISO/IEC 25010 software product quality models had been used for system evaluation. The results showed that the respondents were satisfied with the features and capabilities of the developed system and complied with the specifications based on ISO/IEC 25010 software product quality standards.
Highlights
Information technology (IT) plays a significant role in all aspects of digital society and challenges the educational system
ISO/IEC 25010 software product quality models provide the leading models for assessing software products which define a product quality model composed of eight characteristics that relate to static properties of software
Technical support agents evaluated the compatibility and usability of the multi-channel support and ticketing interface for online support management system platforms as Highly Acceptable, while the IT instructors found these characteristics of the system as Acceptable and office personnel perceived the functional suitability, usability, and maintainability as Highly Acceptable
Summary
Information technology (IT) plays a significant role in all aspects of digital society and challenges the educational system. The multi-channel support and ticketing interface for OSMS platforms is one of the core parts for acceptable service and operation. The goal of multi-channel integration provides a superior customer experience that is consistent and seamless across channels (Goersch, 2002) to deliver fast, reliable internal customer service, resulting in improved IT department operations and satisfied employees (Ismaili et al, 2018).
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