Implementasi Auto Ticketing pada Sistem Pelaporan Gangguan Provider Secara Otomatis di Perusahaan Penyedia Jasa Layanan Internet (ISP)
DOI:
https://doi.org/10.55123/insologi.v5i1.7285Keywords:
Auto Ticketing, Disruption Complaint Reporting System, ISP, PRTG Network MonitorAbstract
The growing number of internet service providers (ISPs) in Indonesia has made the business sector increasingly challenging, and all ISPs are competing to innovate and provide the best service to their customers in order to retain existing customers and attract new ones. One innovation that ISPs can implement is to provide services that are oriented towards customer satisfaction and pamper their customers. One way to do this is by providing an auto-ticketing service when there is a disruption to the customer's internet connection. This eliminates the need for customers to manually contact the ISP's service complaint team to report the disruption, as this can be done automatically. Evaluation results show that the auto-ticketing system can speed up the disruption process carried out by ISP officers by 40% and improve the effectiveness and efficiency of ISP operations. Thus, this system offers an innovative solution for ISPs in improving service quality and customer satisfaction, thereby achieving the goal of retaining existing customers and attracting new ones.
Downloads
References
Almulla, M., & Al-Roomi, A. (2021). Automated network fault management using integrated monitoring and ticketing systems. International Journal of Advanced Computer Science and Applications, 12(6), 214–221.
Anaking, P., Ma’ady, M. N. P., & Rahim, A. F. A. (2023). Implementation of Rapid Application Development (RAD) Method in the Design of Research Partner Recommendation System in Higher Education. Asia Information System Journal, 2(2), 53–59. http://ejournal.radenintan.ac.id/index.php/AISJ/
Arifin, Z. (2023). Meningkatkan Efektivitas Penanganan Gangguan Jaringan Internet Menggunakan Bot Telegram Dalam Mendukung Reliabilitas Komunikasi Data. Jurnal Algoritma, 20(1), 148–155. https://doi.org/10.33364/algoritma/v.20-1.1276
Aritonang, M. A. S., & Simanullang, M. J. (2023). Penerapan network monitoring system berbasis SNMP untuk deteksi dini gangguan jaringan. Jurnal Pustaka AI, 5(3). https://doi.org/10.55382/jurnalpustakaai.v5i3.1383
Bahrudin, R. M., Ridwan, M., & Darmojo, H. S. (2019). Penerapan Helpdesk Ticketing System Dalam Penanganan Keluhan Penggunaan Sistem Informasi Berbasis Web. JUTIS: Jurnal Teknik Informatika, 7(1), 71–82.
Creswell (1994), formatnya adalah: Creswell, J. W. (1994). Research design: Qualitative and quantitative approaches. Sage Publications. Wikipedia. (2026, 7 Januari). Member check. https://en.wikipedia.org/wiki/Member_check
Fadiyah, D., & Simorangkir, J. (2021). Penggunaan Media Sosial Instagram dalam Membangun Citra Positif Presiden Joko Widodo pada Pilpres 2019. Journal of Political Issues, 3(1), 13–27. https://doi.org/10.33019/jpi.v3i1.48
Farhan, A., Omar, N. A., Jannat, T., & Nazri, M. A. (2020). The Impact of Political Brand Relationship Quality and Brand Engagement on Voters’ Citizenship Behaviour: Evidence from Indonesia. The South East Asian Journal of Management, 14(1). https://doi.org/10.21002/seam.v14i1.12593
Fauzan, I. S., Sukaridhoto, S., & Khoironi. (2023). Automatic network failure detection feature in IT helpdesk application PKG V2 at PT. Petrokimia Gresik. Applied Technology and Computing Science Journal.
H, I. M. W. P., & Husufa, N. (2023). Monitoring Application Complaints of Internet Service Provider Interference Using Waterfall Method. Journal of Information Systems and Informatics, 5(1), 186–200. https://doi.org/10.51519/journalisi.v5i1.426
Ikhsan, I., Asmara, R., & Syah, I. (2023). Sistem Informasi Pelaporan Gangguan Jaringan Internet Berbasis Web. Jurnal Pustaka Data, 3(2), 56–61. https://doi.org/10.55382/jurnalpustakadata.v3i2.306
Jin, M., Zhang, Y., Wang, F., Huang, J., Feng, F., Gong, S., Wang, F., Zeng, L., Yuan, Z., & Wang, J. (2022). A cross sectional study of the impact of psychological capital on organisational citizenship behaviour among nurses: Mediating effect of work engagement. J Nurs Manag, 30(5), 1263–1272. https://doi.org/10.1111/jonm.13609 PMID - 35338531
Hendry, H., Supiyandi, S., Rizal, C., Eka, M., & Zulham, Z. (2024). Implementasi sistem informasi pengaduan masyarakat berbasis web dengan automatic ticketing workflow. Jurnal Komputer Teknologi Informasi Sistem Informasi (JUKTISI), 4(2). https://doi.org/10.62712/juktisi.v4i2.694
Knight, L., Tate, W., Carnovale, S., Di Mauro, C., Bals, L., Caniato, F., Gualandris, J., Johnsen, T., Matopoulos, A., Meehan, J., Miemczyk, J., Patrucco, A. S., Schoenherr, T., Selviaridis, K., Touboulic, A., & Wagner, S. M. (2022). Future business and the role of purchasing and supply management: Opportunities for ‘business-not-as-usual’ PSM research. Journal of Purchasing and Supply Management, 28(1). https://doi.org/10.1016/j.pursup.2022.100753
Najmi, R. A., Nugroho, A. P., Rizqi, M., & Haryono, W. (2024). Design and implementation of web-based IT helpdesk ticketing system to improve client issue management at PT. Good and Service Solutions. Journal of Research and Publication Innovation.
Prasetya H, I. M. W., & Husufa, N. (2023). Monitoring application complaints of internet service provider interference using waterfall method (Case study: Indihome Pasar Baru Tangerang). Journal of Information Systems and Informatics, 5(1), 426–437. https://doi.org/10.51519/journalisi.v5i1.426
Octavia, A., Sriayudha, Y., & Zulfanetti. (2023). Peran Kewirausahaan Perempuan, Kewirausahawan Ramah Lingkungan Dan Orientasi Pasar Sebagai Variabel Yang Mempengaruhi Kinerja Pemasaran UMKM. Jurnal Samudra Ekonomi Dan Bisnis, 14(1), 76–87. https://doi.org/10.33059/jseb.v14i1.6302
Sayuti, A. (2025). Web-Based Disruption Service Information System at PT. Telkom Indonesia for Improving Disruption Services. Engineering: Journal of Mechatronics and Education, 2(1), 12–22.
Setiawan, M. D., & Eliyani, E. (2022). Pengembangan Aplikasi Helpdesk Ticketing System Dengan Algoritma Multinomial Naïve Bayes Classifier. Jurnal Ilmiah FIFO, 14(2), 113. https://doi.org/10.22441/fifo.2022.v14i2.001
Susanto, H., Irmawati, I., Akmal, H., & Abbas, E. W. (2021). Media Film Dokumenter dan Pengaruhnya Terhadap Keterampilan Berpikir Kritis Siswa. HISTORIA: Jurnal Program Studi Pendidikan Sejarah, 9(1), 65. https://doi.org/10.24127/hj.v9i1.2980
Susmiyanto, S., & Muflih, G. Z. (2025). Pengembangan sistem informasi penjualan menggunakan model Rapid Application Development (RAD) di Toko Anto Kaibon. Jurnal Kridatama Sains dan Teknologi, 7(1), 90–103.
Villamin, P., Lopez, V., Thapa, D. K., & Cleary, M. (2024). A worked example of qualitative descriptive design: A step-by-step guide for novice and early career researchers. Journal of Advanced Nursing. Advance online publication. https://doi.org/10.1111/jan.16428
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Ruci Antassani, Setiyono Setiyono
This work is licensed under a Creative Commons Attribution 4.0 International License.
Hak cipta pada setiap artikel adalah milik penulis.
Penulis mengakui bahwa INSOLOGI (Jurnal Sains dan Teknologi) sebagai publisher yang mempublikasikan pertama kali dengan lisensi Creative Commons Attribution 4.0 International License.
Penulis dapat memasukan tulisan secara terpisah, mengatur distribusi non-ekskulif dari naskah yang telah terbit di jurnal ini kedalam versi yang lain, seperti: dikirim ke respository institusi penulis, publikasi kedalam buku, dan lain-lain. Dengan mengakui bahwa naskah telah terbit pertama kali pada INSOLOGI (Jurnal Sains dan Teknologi).
