Perancangan dan Implementasi Sistem Manajemen Helpdesk Berbasis Website
Penulis Utama
:
Lutfi Iffah Latifah
NIM / NIP
:
V3422036
×<p>The advancement of information technology compels companies to continuously improve customer service quality, including through the implementation of a helpdesk management system. Common issues in customer service include manual complaint logging, unstructured documentation, and the lack of real-time progress tracking. This final project presents the design and implementation of a web-based Helpdesk Management System to support complaint handling in an effective, efficient, and well-documented manner. The system integrates features such as reporting, assignment, resolution, and tracking into a single digital platform.</p><p>The system was built using Next.js for the frontend, Golang for the backend and API management, and MongoDB for data storage. It utilizes 11 primary collections, including users, tickets, comments, attachments, notifications, activities, ticket statuses, categories, change history, authentication tokens, and company data. This database design supports centralized, organized, and traceable data management.</p><p>Development followed the Agile Scrum methodology, allowing for quick adaptation to evolving requirements through iterative development. The system supports two main roles: customers as complaint submitters and agents as handlers. Key features include ticket submission, real-time tracking, communication history, and dashboard-based data visualization to improve team efficiency and customer satisfaction. To validate functionality, black-box testing was conducted with 17 test cases. The results confirm that all major features including login, ticket creation, status updates, file uploads, commenting, search, and role-based access functioned correctly and addressed the limitations of previous manual systems.</p><p><br></p>
×
Penulis Utama
:
Lutfi Iffah Latifah
Penulis Tambahan
:
-
NIM / NIP
:
V3422036
Tahun
:
2025
Judul
:
Perancangan dan Implementasi Sistem Manajemen Helpdesk Berbasis Website
