Optimizing Helpdesk Ticketing Systems with Discord Community Integration
Auteurs
Licina E., Tchappi I., Schommer C.R., Najjar A.
Référence
Hai 2024 Proceedings of the 12th International Conference on Human Agent Interaction, pp. 373-375, 2024
Description
Traditional helpdesk ticketing systems (TS) often fail to manage huge amounts of support tickets efficiently, resulting in longer response times and lower user satisfaction. This paper proposes a new TS approach by integrating a Discord-based community with a TS and chatbot. The suggested system takes advantage of the open-source features provided by the Discord platform to create and handle support requests from within Discord channels, taking advantage of the platform's real-time communication features and the support of a large community. The system's initial review shows that 88% of the users are delighted through the employment of Discord, providing scalable solutions that can be applied to various community-driven support situations [9].
