Perancangan Aplikasi Helpdesk TST Smart Pada PT. Alvarel Technology Innovation Berbasis Web Dengan Pendekatan Agile Scrum

Tina Apriliani; Lena Magdalena; Arif Nursetyo

doi:10.55606/jupikom.v5i3.7987

Authors

Tina Apriliani Universitas Catur Insan Cendekia
Lena Magdalena Universitas Catur Insan Cendekia
Arif Nursetyo Universitas Catur Insan Cendekia

DOI:

https://doi.org/10.55606/jupikom.v5i3.7987

Keywords:

Helpdesk, Ticket, SLA, Agile Scrum, TST SMART

Abstract

This research aims to design a web-based TST SMART helpdesk application at PT Alvarel Technology Innovation using the Agile Scrum approach to support more structured issue ticket management. The problems addressed in this research include unstructured ticket distribution to the support team, the absence of integrated ticket status monitoring, unmeasured SLA monitoring, and ticket completion reports that still require manual recapitulation. These conditions may cause unclear task distribution for technical teams, difficulty in monitoring ticket progress, and less optimal helpdesk service evaluation. The system is designed using the Agile Scrum development method, which consists of product backlog, sprint backlog, sprint execution, sprint review, and sprint retrospective. The system design is modeled using Unified Modeling Language (UML), including use case diagrams, activity diagrams, sequence diagrams, and class diagrams, along with user interface design. The proposed system is designed to support login, dashboard, client data management, technician account management, ticket creation, ticket distribution, ticket status updates, ticket resolution, SLA monitoring, ticket rule management, and ticket completion reports. The design results show that the proposed web-based helpdesk application can support ticket recording, distribution, monitoring, and evaluation in a more structured manner. Through this system, TST SMART is expected to help Customer Service manage tickets more easily, assist technical teams in handling issues, and support leaders in monitoring SLA and ticket completion reports

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