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Mobile-Based Ticket Tracking Helpdesk System for Technical Support: A Case Study of Habari Node Public Limited Company, Tanzania

In: Advancement in Embedded and Mobile Systems

Author

Listed:
  • Jacqueline Uwimbabazi

    (The Nelson Mandela African Institution of Science and Technology, School of Computational and Communication Science and Engineering)

  • Devotha Nyambo

    (The Nelson Mandela African Institution of Science and Technology, School of Computational and Communication Science and Engineering)

  • Anael Sam

    (The Nelson Mandela African Institution of Science and Technology, School of Computational and Communication Science and Engineering)

Abstract

Mobile technology has created a platform that allows companies to reach their clients more quickly and tackle issues more efficiently. Habari node PLC handles and supports its customers using a web-based customer relationship management (CRM) system. The company receives customer support requests via phone calls, and due to its large customer base, the volume of these calls is high. Furthermore, the number of clients joining continues to grow daily. This study aimed to develop a ticket-tracking helpdesk system that enables quick and effective customer service. In the initial stage, the study examined the existing system to compile a list of requirements for the new system. The development and testing of the Ticket Tracking Helpdesk System (TTHS) were carried out using an agile extreme programming approach. The developed system enables clients to submit their requests and allows customer support staff to view these demands. The results indicate that the system facilitates the opening and assigning of tickets and tracks operations when closing tickets. Additionally, it provides SMS notifications between users. The TTHS enhances the efficiency of customer support services by decreasing response time, reducing phone calls, and preventing user data loss.

Suggested Citation

  • Jacqueline Uwimbabazi & Devotha Nyambo & Anael Sam, 2026. "Mobile-Based Ticket Tracking Helpdesk System for Technical Support: A Case Study of Habari Node Public Limited Company, Tanzania," Progress in IS, in: Jorge Marx Gómez & Antoine Gatera & Devotha Godfrey Nyambo (ed.), Advancement in Embedded and Mobile Systems, pages 429-439, Springer.
    • Handle: RePEc:spr:prochp:978-3-031-99219-3_29
    DOI: 10.1007/978-3-031-99219-3_29
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