Work

Optimizing Helpdesk Ticketing Systems with Discord Community Integration

Year: 2024

Type: conference-paper

Abstract: 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].

Source: International Conference on Human-Agent Interaction (HAI)

DOI: 10.1145/3687272.3690886

Authors: Esada Licina, Igor Tchappi, Christoph R Schommer, Amro Najjar

Institutions: University of Luxembourg, University of Ngaoundéré, Luxembourg Institute of Science and Technology

Language: English

Topic: Engineering and Information Technology

Subfield: Software

Field: Computer Science

Domain: Physical Sciences

Open Access status: green

OpenAlex ID: W4404553302

FWCI: 0.565

Cites: 3

Cited by: 2

Related to: 10