CHAPTER TWO

RELATED LITERATURE AND STUDIES

This chapter presents the related literature and studies, both foreign and local which are relevant

to the present study.

Related Literature

Foreign Literature

Customer service is the direct interaction between a consumer and a representative of the

company that is selling it. In this interaction, the satisfaction of the consumer serves as a critical factor in

ensuring that the consumer will repeat business with the company and it will strengthen their relationship

(Grant, M., 2022). According to Nepal, M. (2019), there are 5 types of customer service; these are walk-in

service departments, phone and email support, support via live chat, self-service content, and

communities and forums. Among the 5 types of customer service, the most common is the phone and

email support. However, these phone support have problems. According to Alexander, C. (2021), there

are 5 problems with phone support. Firstly, phone support is slow and time consuming because it only

deals with one person at a time and if there are plenty of people asking for help, it will take time to finish it.

Secondly, phone support is expensive because outsourcing to a call center doesn’t come cheap. Thirdly,

phone menus or Interactive voice response systems are slow, clunky, and inefficient because guiding thru

voice call may lead to mishear your voice by the customer and may result in exiting the process. Fourthly,

technical and clarity issues because there are times that you can’t hear and/or can’t understand what the

agent and/or customer is saying, language barrier and disconnection. Lastly, voice mail is a hassle – for

both businesses and customers because not all the time customers and support teams are available and

it may end up piling up all the concerns.

Local Literature

Help desk ticketing is a system that allows for effective solving of customer problems by

automating the process of considering complaints and managing requests (Live Agent, n.d.). In the
Philippines, there are many private companies and government offices that use ticketing systems. First is

private companies, these are QNE Software Philippines, Inc., and Concentrix. QNE Software Philippines,

Inc. an organization that provides Accounting System and Payroll System that are Tailored-Fit to the

Businesses here in the Philippines. It uses 2 systems, the first is QNE Support Ticketing System in which

it allows the QNE customers to create a support ticket which is used in reporting any issues and

concerns. It also gives access to relevant articles and solutions in QNE built-in Knowledge Base. The

second system is the Ticketing System Customer Portal. This system helps the QNE customers to

interact with the QNE support team for easier management of support tickets, also it keeps track of the

status of existing tickets, streamline updates and conversation for specific ticket, have visibility to all open

tickets associated to your company, and browse all ticket history for closed and resolved tickets (QNE

software,2022). Concentrix is an American business services company specializing in customer

engagement and business performance. Concentrix uses an online help desk where its services are

divided into two, these are the IT services and non-IT services. Lastly, the government offices are

Philippine Overseas Employment Agency (POEA), The Institute for Labor Studies, and Department of

Education of Region 7. First is POEA, a government agency that is responsible for monitoring and

regulating private recruitment agencies in the Philippines. This agency uses POEA Help desk, an online

ticketing system that can assist OFWs and recruitment agencies in requesting for technical support and

ICT assistance for recruitment, employment and other labor concerns (POEA Online, n.d.). Second, The

Institute for Labor Studies, a policy research and advocacy arm of the Department of Labor and

Employment in the Philippines (Asia Pacific Green Jobs Network, n.d.). It uses ILS-APD IT Helpdesk, an

online platform that allows users to submit IT service requests which allows the IT team to respond in a

more organized and timely manner (Institute for Labor Studies, 2021). Last is the Department of

Education, a government agency that is responsible for the management and governance of Philippine

Basic Education System (OWWA Member, n.d.). It uses an Online help desk that allows DepEd

personnel of Region VII to send inquiries and reports to the regional office using Google Forms. It also

provides services such as Admin Services, Payroll Services, Request for Pay slip, Inquiry, Authority to

Travel, QAD Services, Request for Temporary Permits, Request for Renewal Permits, Request for

Government Recognition and Submit Report (Department of Education of Region 7, n.d.).

Foreign Studies

Help desk plays an important role in ensuring a good quality of IT services in an organization and

also the availability. Usually, customers or users are contacting the help desk whenever they have

problems or questions related to IT. In addition, it is the one who deals with the needs related to

questions, services, technical support or complaints about certain services by utilizing a ticket request to

facilitate tracking of settlement actions coordinated by a team. It should be assisted by certain software to

facilitate data sticking, activity monitoring and reporting (Kom et al, 2018). One of the tools that help desk

use is the ticketing system. The Ticketing System is one of the popular tools used in the IT Industry

that connects both clients and companies. This ticketing system makes it easier to monitor, check,

and document all transactions that come every day. This also helps the business process in

becoming organized as the user just needs to take note of the ticket number to follow up easily

and no need for repeating calls directly to the help desk. It makes it more organized since there is proper

documentation and keeps track of the progress. Support teams are one of the main beneficiaries

of this tool as they can use it to backtrack and as a reference, if the escalated report of the

clients is re-occurrence (Gohil, & Kumar, 2019). In addition, support requests can come via email or

phone call, all the relevant information can be logged and handled in the same place. The system will get

all the relevant information such as the requestor’s name, department that the requestor belongs to, and

the one who will be handling the request. The agent may then write comments and tasks that need to be

carried out to resolve the request, as well as reply to the customer, all within the same portal. Once the

request is resolved, the resolution can be given to the customer and the ticket may be closed (Sorsa, J.,

2021).

Local Studies

In an organization, there are needs that must be fulfilled in order to run smoothly. Problems within

the organization must be monitored and fixed as soon as possible. One of the possible issues that

organizations deal with is managing day-to-day transactions (Aglibar, 2022). According to the study of

Huab et al. (2020), organizations are now investing in developing information systems and information
technologies. These information system and information technologies developments help the organization

to solve business problems that will give them an advantage and sustain organizational improvement. In

improving service quality, it must start to work with measurability and continuous improvements by using

methods such as lean six sigma. This will help the IT department to strive in increasing the

communication in the inter department, share work tasks, educate internally, document competences and

clarify responsibilities to decrease the workload. (Quimora, n.d.). This leads to the establishment of an IT

helpdesk to provide technical support to users.

Synthesis

Ticketing System is a system that enable clients to ask and request help from the IT support or

services and organize workloads of problems accordingly. There are 5 types of customer services which

are: walk-in service departments, phone and email support, support via live chat, self-service content, and

communities and forums. Through the improving innovation of the technology, customer service is now

stepping-in the manual system of solving client's requests and concerns. Nowadays, the most common

service is the phone and email support. Billions of people are now relying on the usage of technology and

internet because it makes every work convenient and efficient, that is why businesses and organizations

are now taking the advantage of having a customer service to help their client's issues. There are 5

problems that a customer service encountered and these are: phone support is slow and time consuming,

phone support is expensive, phone menus or Interactive voice response systems are slow, language

barrier and disconnection and voice mail is hassle for both businesses and customers because not all the

time customers and support teams are available and it may end up piling up all the concerns.

The Ticketing System is one of the popular tools used in the IT Industry that connects both clients

and companies. This ticketing system makes it easier to monitor, check, and document all transactions

that come every day. This also helps the business process in becoming organized as the user just needs

to take note of the ticket number to follow up easily and no need for repeating calls directly to the help

desk. It makes it more organized since there is proper documentation and keeps track of the progress.
Definition of Terms

Help Desk- an individual or group that provides assistance and information usually for electronic or

computer problems.

I.T - Stands for "Information Technology". It refers to anything related to computing technology, such as

networking, hardware, software, the Internet, or the people that work with these technologies.

System – a regularly interacting or interdependent group of items forming a unified whole.

Technical Support- is a position hired by a company to oversee and maintain their computer hardware

and software systems

System – a regularly interacting or interdependent group of items forming a unified whole.

Ticket- it is a customer’s request that is recorded and manage by the system

Ticketing System - is a management tool that processes customer service requests.

https://www.researchgate.net/publication/

358603069_Ticketing_System_A_Descriptive_Research_on_the_Use_of_Ticketing_Syste

m_for_Project_Management_and_Issue_Tracking_in_IT_Companies (local studies)

https://www.academia.edu/31972471/online_ticketing_system (local studies)

https://studylib.net/doc/25447903/sad1revised (local studies)

https://www.academia.edu/37940480/

Web_Based_Ticketing_System_Helpdesk_Application_Using_CodeIgniter_Framework_Ca

se_Study_PT_Commonwealth_Life_ (Foreign Studies)

(PDF) Ticketing System (researchgate.net) (Foreign Studies)

HELPDESK TICKETING SYSTEM FOR A SMALL- SIZED COMPANY (theseus.fi) (Foreign

Studies)

5 types of customer service and which one is best for you | Freshchat Blog (freshworks.com)

(Foreign Literature)

What Is Customer Service, and What Makes It Excellent? (investopedia.com) (Foreign

literature)

The 5 Biggest Problems with Phone Support (and How to Solve Them) | Formilla Blog (Foreign

Literature)

https://www.liveagent.com/customer-support-glossary/helpdesk-ticketing-system/#:~:text=What

%20is%20the%20definition%20of,channel%20assistance%20to%20its%20clients (Local

Literature)

Support Ticketing System : QNE Software Philippines, Inc. (Local Literature)

Help Desk (concentrix.com) (local literature)

How to Use POEA Helpdesk Online | POEA Online (local literature)

ILS launches online IT HelpDesk for ease of service to its employees (dole.gov.ph) (local

literature)

DepEd - Department of Education - Purpose, Functions, and Responsibilities - OWWA

Member(local literature)

https://region7.deped.gov.ph/online-help-desk/#:~:text=Online%20Helpdesk%20is

%20accessible%20via,to%20the%20Helpdesk%20auxiliary%20tab (local literature)

https://owwamember.com/deped-department-of-education/ (local literature)