Multi-channel support and ticketing interface for online support management system platforms

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 surveyquestionnaire 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.