Optimizing Helpdesk Ticketing Systems with Discord Community Integration
Authors
Licina E., Tchappi I., Schommer C.R., Najjar A.
Reference
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].
