Automated Ticket Routing Helpdesk Portal

This report was commissioned to deliver the understanding of the chosen Final Year
Project title "Automated Ticket Routing Helpdesk Portal". The report will be segregated
into four chapters which are the introduction including problem statement and
objectives; literature review; methodology and conclusion. Helpdesk is a very powerful
tool to assist IT users. A good helpdesk system is very crucial to assist users and also
improve service by the helpdesk team. At Universiti Teknologi Petronas, we already
have an existing helpdesk system. However, I have identified a problem in the system;
the current system still uses manual ticket routing and assignment. Automated ticket
routing and assignment stop manually assigning tickets to the support personnel that you
think is available and has the skill set to address the ticket. Automated ticket routing and
assignment uses intelligent business logic to determine which support personnel is
assigned to a new ticket using a combination of skill-set, work schedule and work load
balancing criteria. In the introduction, problem statements that lead to the idea of
developing the project title will be cleared up and the objectives are highlighted.
Towards the development of this project, information gathering from the experts will be
conducted. A comprehensive research also will determine the relevancy of this project.
The literature reviews will explain in depth the understanding of the proposed project.