How the Ticketing System Works

1.1 Genesis of the MMU Helpdesk

According to the MMU Infrastructure Assessment Report of 2022 by Ivan Mukibi, it was determined that the university didn’t have a help desk system. Consequently, a crucial recommendation was made to introduce Helpdesk support and implement a new helpdesk ticketing system. This finding served as a significant catalyst for our department to take the initiative and develop the system to enhance support services and streamline issue resolution in the University effectively.

1.2 How the Ticketing System Works

A ticketing system is a helpdesk software program used to process, manage, and track customer (staff and students) issues from submission to resolution. It automatically organizes and prioritize support requests in a central dashboard. Users can tag, categorize, and assign tickets as they come in. The systems also indicate ticket status so you can keep tabs on active requests.

This system serves as a hub for responses, streamlining communication between our ICT officers and clients (staff and students).

The system is hosted locally on our server and can be accessed through the following URLs:

1.      For the public: https://helpdesk.mmu.ac.ug/

2.      For staff members: https://helpdesk.mmu.ac.ug/admin

1.2.1 Public Portal          

To access the public portal type https://helpdesk.mmu.ac.ug/ in any browser using a phone or a computer and the interface below will be displayed

You will be able to see Submit a ticket and view existing tickets