Benefits of the Automated Helpdesk Ticketing System

• Reduces tickets being directed to incorrect categories/queues
• Ensures each ticket reaches the appropriate personnel promptly
• Alleviates users concerns about selecting the correct category for their tickets
• Accelerates the resolution process by assigning tickets to the right individuals swiftly

What The Ticket Creation Process Looks Like

When users create a ticket, they are prompted to provide a brief description of their issue that includes subject title, priority level, and description (no category/queue selection needed). The system then analyzes the text and assigns the ticket to the appropriate category. For example, if a user submits a ticket with the subject title "I can't access my account as it expired", the system will automatically categorise the ticket as an account expired issue.

For more information about how this process works, please see the Technologies section.

Technologies Used

For this project I used the following technologies:

Angular

I used Angular to create the dashboard interface, which facilitates ticket creation, allows users to view their own submitted tickets, and displays tickets assigned to them.

C#

I used C# to create the API that the Angular front end communicates with to create, get, update, and resolve tickets.

UiPath

I used UiPath to develop the automation process that categorises and routes tickets to the correct personnel. I created two bots: one for categorising tickets and one for routing them.

How it's done:

• The categorisation bot analyzes the ticket description.
• Using keyword recognition, the bot identifies relevant keywords within the ticket description, such as "account," "locked out," "expired," etc.
• It then cross-references these keywords with the category's keyword column in the database.
• Based on this comparison, the assignment bot directs the ticket to the appropriate personnel responsible for handling the category.

About Me

My name is Sarah Martin, and I am a fourth-year student at SETU Carlow. I am studying Software Development and have a passion for developing applications aimed at enhancing user experiences. I am excited to share my final year project with you and hope you find it informative and engaging.

Contact Me

If you have any questions or would like to learn more about my project, please feel free to reach out to me at:

• LinkedIn
• Email: sarahmrtn98@gmail.com

Technologies/Languages

Here is some of the technologies/languages I have learned throughout my time in university:

• Java
• C#
• Angular
• UiPath
• HTML/CSS
• JavaScript
• SQL
• Python

Project Documents

Below are the documents related to this project:

• Design Manual
• Functional Specification
• Project Report
• User Manual (Youtube Video)

Research Poster