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

Jacqueline Uwimbabazi (), Devotha Nyambo () and Anael Sam ()
Additional contact information
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

A chapter in Advancement in Embedded and Mobile Systems, 2026, pp 429-439 from Springer

Abstract: 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.

Keywords: Mobile-based helpdesk system; Tickets tracking helpdesk system; Technical support; Customer relationship management; Quick customer service (search for similar items in EconPapers)
Date: 2026
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:prochp:978-3-031-99219-3_29

Ordering information: This item can be ordered from
http://www.springer.com/9783031992193

DOI: 10.1007/978-3-031-99219-3_29

Access Statistics for this chapter

More chapters in Progress in IS from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().