Optimization of Ticket Handling Process through Helpdesk Application System Design

Technology facilitates every company activity, including unifying device functionality. An information system built to help provide a checklist of tools, tasks, and procedures. PT Bach Multi Global (BMG) is a Manage Service provider company related to Indosat Ooredoo Hutchinson (IOH) electrical problems. BMG is responsible for handling electrical issues in each IOH Tower, which are spread across 30,000 towers nationwide. In one month, there are around more than 300,000 Trouble Tickets issued to be resolved. This study builds a system that can facilitate the completion of tickets. RAD (Rapid Application Development) used as System development method with UML (Unified Modeling Language) as a software development tool to help simplify the steps that must be carried out. PHP as the programming language & MySQL as the database. This research produces an information system that can be used to optimize progress, ticket status and minimize errors in recording issued tickets and facilitate reporting.