International Journal of Applied Science and Engineering
Published by Chaoyang University of Technology

Roger S. Mission*

College of Computer Studies, University of Antique Antique, Philippines


 

Download Citation: |
Download PDF


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.


Keywords: Multi-channel support, Helpdesk, Online support management system.


Share this article with your colleagues

 


REFERENCES


  1. Crouch, S. 2019. Developing maintainable software|Software Sustainability Institute. https://www.software.ac.uk/resources/guides/developing-maintainable-software.

  2. European standards, 2011. ISO/IEC 25010 Systems and software engineering — Systems and software Quality Requirements and Evaluation (SQuaRE) — System and software quality models. https://www.en-standard.eu/iso/iec-25010-systems-and-software-engineering.

  3. Franca, J., Soares, S. 2015. SOAQM: Quality model for SOA applications based on ISO 25010, Proceedings of the 17th International Conference on Enterprise Information Systems, 60–70.

  4. Gallimore, D. 2020. Multi-Channel support. https://www.outsourceaccelerator.com/glossary/multi-channelsupport/.

  5. Goersch, D. 2002. Multi-Channel integration and its implications for retail web sites. ECIS 2002 Proceedings. 11. http://aisel.aisnet.org/ecis2002/11

  6. Haoues, M., Sellami, A., Ben-Abdallah, H., Cheikhi, L. 2017. A guideline for software architecture selection based on ISO 25010 quality related factors. International Journal of System Assurance Engineering and Management, 8 (Suppl.2): S886–S909.

  7. Ismaili, F, Bulku, A., Caushi, B.A. 2018. Analysis, design and implementation of a helpdesk management system — Case study “Albanian Radio Television. 2018 41st International Convention on Information and Communication Technology, Electronics and Microelectronics (MIPRO), Opatija, Croatia, 0485–0490, doi: 10.23919/MIPRO.2018.8400092.

  8. Kanellopoulos, Y., Antonellis, P., Antoniou, D., Makris, C., Theodoridis, E., Tjortjis, C., Tsirakis, N. 2010. Code quality evaluation methodology using the ISO/IEC 9126 standard. International Journal of Software Engineering & Applications, 1, 17–36, doi: 10.5121/ijsea.2010.1302.

  9. Lui, W., Piccoli, G. 2016. The effect of a multichannel customer service system on customer service and financial performance. ACM Transactions on Management Information Systems, 7, doi: 10.1145/2875444.

  10. Mission, R. 2020. Online support management system for university of antique, Journal of Innovative Technology Convergence, 2, 39–52.

  11. Nielsen, J. 2012. Usability 101: Introduction to usability. Nielsen Norman Group, https://www.nngroup.com/articles/usability-101-introduction-to-usability/.

  12. Ozdoruk, C. 2020. Multi-channel-customer-service. https://www.netomi.com/multi-channel-customer-service.

  13. Pan, J. 2019. Software reliability. https://www.users.ece.cmu.edu/~koopman/des_s99/sw_reliability/.

  14. Papazoglou, M., Traverso, P., Dustdar, S., Leymann, F. 2008. Service-Oriented computing: A research roadmap. International Journal of Cooperative Information System, 17, 223–255.

  15. Peters, E., Aggrey, J. 2020. An ISO 25010 based quality model for ERP systems. Advances in Science, Technology and Engineering Systems Journal, 5, 578–583.

  16. Stone, M., Hobbs, M., Khaleeli, M. 2002. Multichannel customer management: The benefits and challenges. Journal of Database Marketing 10, 39–52 DOI: 10.1057/palgrave.jdm.3240093


ARTICLE INFORMATION


Received: 2021-02-02
Revised: 2021-04-12
Accepted: 2021-05-11
Available Online: 2021-06-21


Cite this article:

Mission, R.S. 2021. Multi-channel support and ticketing interface for online support management system platforms. International Journal of Applied Science and Engineering, 18, 2021044. https://doi.org/10.6703/IJASE.202106_18(4).006

  Copyright The Author(s). This is an open access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are cited.