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ICT Tickets System

ICT Tickets System

A program used to manage and track user inquiries and support when facing a technical problem, requesting a report, or having an inquiry, to help technology management manage inquiries and support users effectively to meet their needs quickly and efficiently.

Where the user creates a "Ticket" containing the details of the problem or question. This Ticket is assigned to the appropriate support team to process and resolve it. The status of the Ticket is tracked from the moment it is created until it is resolved and closed, ensuring that no inquiry or problem is lost without being addressed and providing distinguished technical support that contributes to building a strong reputation and improving and raising the efficiency of all electronic services and systems effectively.

Importance of ICT Tickets System

An organized and structured way to track user inquiries, helping the IT team respond quickly and efficiently. All tickets are recorded in one place, making it easy for the support team to access and respond in a timely manner.

Improve the efficiency of the information systems management team by organizing work and setting priorities. Tickets can be distributed based on skills and experience, ensuring that each issue is addressed by the right person.

Collecting valuable data about users’ problems. This data can be used to analyze team performance, identify recurring problems, and make informed decisions to improve services.

Improving internal communication helps in streamlining workflows and enhancing collaboration among team members.

Analyze the time it takes to resolve tickets, the rate of closing tickets, and user satisfaction levels. This information is used to improve processes, identify areas for improvement, and evaluate IT engineers.

This feedback provides valuable insights on how to improve the system and user experience. The management listens to the feedback of users who use the system and seriously considers their suggestions to raise the level of service provided.

It helps in simplifying many aspects of the system, such as assigning tickets, sending updates, and reminding engineers of deadlines. This helps in reducing the burden on department heads and managers and increasing the efficiency of operations.

The direct impact on the promotion of IT management engineers and their career and financial progression is due to the type of tasks they perform and the level of implementation.

The existence of a complete record of device users and their movement within the university, which provides a complete maintenance record with maintenance dates.