Improving Support Ticket Systems Using Machine Learning: A Literature Review
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IT Service Desk Model Literature Review: Benefits and Challenges
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1. Introduction. An IT help desk system has become a vital need for large institutions that rely heavily on IT services and resources. This is due to the fact that it serves as a Single Point of Contact (SPOC) between the IT staff and users regarding the requested services and reported issues. Moreover, it facilitates the management of IT ...
In Fuchs et al. (2022), a literature review of technologies in the field of automated support ticket systems is provided. This review in particular is largely aimed at automated ticket resolution ...
A help desk system that acts as a single point of contact between users and IT staff is introduced in this paper. It utilizes an accurate ticket classification machine learning model to associate ...
Literature Review. 2.1 The need for online help desk systems. ... Review of Existing Help Desk Systems. Help desk sys tems have become vital components of onli ne education s upport infrastructure,
Abstract. Processing customer support requests via a support ticket system is a key-element for companies to provide support to their customers in an organized and professional way. However, distributing and processing such tickets is much work, increasing the cost for the support providing company and stretching the resolution time.
This paper focuses on the improvement of the service desk both from a tool and process perspective. The paper is based on the previously published conference paper on service desk challenges [1]. This paper provides a wider literature review on service support and provides a more detailed case study description.
IT service desk is an important element in IT service management. As a single point of contact (SPOC), IT service desk receives incident and fulfill the requests. Many governments are still having difficulties in various areas, particularly during implementation. The management of incident reports and service requests in the government is only submitted directly to everyone, giving rise to ...
A help desk system that acts as a single point of contact between users and IT staff is introduced in this paper. It utilizes an accurate ticket classification machine learning model to associate a help desk ticket with its correct service from the start and hence minimize ticket resolution time, save human resources, and enhance user satisfaction.
Summary. This chapter has discussed the background of issues surrounding helpdesk systems. The importance of the helpdesk system is growing in the organisation as Information technology is becoming ever more complex. Purpose of this study is to review the literature to deliver a summary and to present the current trends of helpdesk system in ...