Optimizing Helpdesk Operations: Ticketing System Selection Using the AHP Approach

Abstract

As time passes, the availability and needs related to technology and information systems are also growing. Many companies continue to improve their efficiency by taking advantage of these developments, one of which is the efficiency of collecting, processing, and monitoring data and information. Thus, this research aims to develop a helpdesk ticketing system application to increase the efficiency of collecting, processing, and monitoring data and information in a company. Currently, there are many helpdesk ticketing system (HTS) applications available. However, this creates confusion and doubt for a company just starting to use the HTS application in determining which one to choose. Analytical Hierarchy Process (AHP) is an appropriate method to help support decision-making in solving this problem. The research aims to make it easier for potential helpdesk ticketing system application users to choose the application that best suits their needs using the Analytical Hierarchy Process method. This research shows that from several alternative helpdesk ticketing system applications, the system provides recommendations for using osTicket with a weight of 0.335.