The Development of Helpdesk Ticketing Web-Based Application Integrated with Telegram ChatBot to Handle Customer Complaints
Abstract
Effective complaint handling is essential for maintaining service quality and ensuring efficient management of service requests. However, CV Mitra Tech Solution, a Managed Service Provider (MSP), previously relied on manual processes to handle customer complaints, creating a need for a more structured and accessible reporting mechanism. This study aimed to develop a web-based helpdesk ticketing system integrated with a Telegram ChatBot to facilitate complaint reporting, ticket management, and service monitoring. The study employed an applied research approach using a Design and Development Research (DDR) design and the Agile development methodology. The system was developed using Node.js, React.js, and PostgreSQL, with the Telegram Bot API enabling users to submit tickets, check ticket statuses, and receive notifications through Telegram. System evaluation involved Black-Box Testing to assess functional requirements and the System Usability Scale (SUS) to evaluate perceived usability. The Black-Box Testing results demonstrated that all tested functional scenarios operated as expected, including authentication, ticket creation, technician assignment, status updates, user management, reporting, and Telegram ChatBot integration. Furthermore, the SUS evaluation involving 10 respondents yielded an average score of 81, categorized as Acceptable with a Grade A. These findings indicate that the developed system meets the specified functional requirements and provides an acceptable level of perceived usability for supporting structured complaint handling and administrative reporting. The system offers a centralized platform to facilitate ticket tracking, communication, and service documentation. However, further evaluation using long-term implementation data and objective operational performance indicators is necessary to determine its impact on service efficiency and ticket resolution.
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