Helpdesk ticketing system for a small -sized company - selection and deployment

Abstract

The objectives of this thesis were to explore through the process of acquiring and deploying a ticketing system, starting with explaining what is a ticketing system and what are the benefits of using one for handling incoming support issues, the search for knowledge about what kind of ticketing systems there were and then to narrow down the choices to three candidates, with pre- determined criteria from the company and from the author. After the three candidate-systems had been selected, the trial-versions of those systems were deployed to test out their functionality in real-life situations. After this test period, the choice was made between these three systems and the best one was selected and then fully deployed into production. Of the three systems, the choice was made to deploy Zoho Desk. Zoho Desk was then immediately deployed into use for the company to receive and handle the support requests.