International Research Journal of Education and Technology

The Computer Systems Complaint Tracking System – Web Application is intended to enhance and automate the management of complaints within organizations. Conventional methods of handling complaints, including manual entries via phone calls, emails, or paper records, frequently lead to inefficiencies, delays, and challenges in monitoring the progress of repair requests. This initiative seeks to automate workflows, minimize manual involvement, and establish a centralized platform for the effective management of IT-related complaints.

             The suggested system enables users to submit complaints, monitor their status in real-time, and receive automated updates regarding their progress. It includes functionalities such as automatic ticket assignment, priority-driven complaint management, and analytical reporting tools for performance evaluation. Furthermore, it improves communication between users and IT staff, facilitating quicker resolution of issues and greater transparency. By incorporating data analytics and reporting features, the system offers essential insights into persistent system problems, assisting organizations in making informed choices to enhance the reliability of their IT infrastructure.

              This online application greatly decreases response times, enhances user satisfaction, and streamlines the allocation of IT resources. It is designed to be scalable and flexible, catering to organizations of various sizes while providing a secure and organized method for tracking complaints. Potential future upgrades may involve AI-powered predictive maintenance and support for mobile applications, which would further boost efficiency and accessibility.

Keywords: Complaint Tracking System, real-time monitoring, Centralized Platform, Workflow automation