ABSTRACT
The purpose of this research was to come up with a solution to problems that were
being faced at the ZESA I.T department with regards to the way users report issues to
the helpdesk and how support officers respond to these issues. ZESA I.T Support
Ticket Management System is a web-based automated computer system that sets
smart rules to prioritize and automatically assign support tickets to support officers
and administrators. The end users or customers submit tickets regarding their issues to
the intended helpdesk department which is automatically assigned to a helpdesk agent
who then works on the issue until it is resolved and replies the resolved issue to the
end user. Its major thrust is to provide a simple and easy platform to serve end users
faster with help desk automation that automates repetitive tasks using smart help desk
workflows. The system will eliminate the current problems that are being faced by the
current system were users get responses from the I.T department late regarding their
issues. ZESA uses quite a number of applications that need to be supported when
users face difficulties and they are different support officers who specialize in those
applications. The system was developed to address the weaknesses of the old system.
MYSQL, MAMP, Sublime Text Editor php, css, java scripts and Microsoft word
2011 are the instruments that were used in the development of the new system.
DAKWA, J (2021). An Investigation Of The Effectiveness Of Cost Cutting Measures In The Tourism And Hospitality Business. Case Of The Victoria Falls Hotel. Afribary. Retrieved from https://tracking.afribary.com/works/an-investigation-of-the-effectiveness-of-cost-cutting-measures-in-the-tourism-and-hospitality-business-case-of-the-victoria-falls-hotel
DAKWA, JAPHET "An Investigation Of The Effectiveness Of Cost Cutting Measures In The Tourism And Hospitality Business. Case Of The Victoria Falls Hotel" Afribary. Afribary, 02 May. 2021, https://tracking.afribary.com/works/an-investigation-of-the-effectiveness-of-cost-cutting-measures-in-the-tourism-and-hospitality-business-case-of-the-victoria-falls-hotel. Accessed 20 Sep. 2024.
DAKWA, JAPHET . "An Investigation Of The Effectiveness Of Cost Cutting Measures In The Tourism And Hospitality Business. Case Of The Victoria Falls Hotel". Afribary, Afribary, 02 May. 2021. Web. 20 Sep. 2024. < https://tracking.afribary.com/works/an-investigation-of-the-effectiveness-of-cost-cutting-measures-in-the-tourism-and-hospitality-business-case-of-the-victoria-falls-hotel >.
DAKWA, JAPHET . "An Investigation Of The Effectiveness Of Cost Cutting Measures In The Tourism And Hospitality Business. Case Of The Victoria Falls Hotel" Afribary (2021). Accessed September 20, 2024. https://tracking.afribary.com/works/an-investigation-of-the-effectiveness-of-cost-cutting-measures-in-the-tourism-and-hospitality-business-case-of-the-victoria-falls-hotel