Febrianto Alqodri, Puspa Hadi P Agustyana, Asri Masytho, Ira Kumalasari, Fauzy Satrio Wibowo, Teguh Prianto
The broad perspective of the academic service procedure could lead to severe matters if there is no concrete procedure to handle each academic request. Lousy and unclear instructions may confuse the users and officers to address the problem. Therefore, the development of educational service applications can help to enhance the quality of service in a particular work organization. To solve the problem, we developed a helpdesk system through a ticket support system to accommodate administrative and technical student issues in the Department of Electrical Engineering, Universitas Negeri Malang. The online system has been running for 19 months produces 2.164 datasets comprised of three types of completion time, i.e., slow, normal, and fast. Based on the result, the success rate of fast classification is 52.9%, medium classification is 9.3%, and slow classification is 37.8%. The reliability and functional testing refer to ISO/IEC 25010:2011 standard. Hence, the application can 100% work properly, which performs 86.1 % of usability testing. © 2021 IEEE.
Universitas Negeri Malang, Electrical Engineering Department, Malang, Indonesia; National Taipei University Of Technology, College Of Mechanical And Electrical Engineering, Taipei, Taiwan
