Development of IT Helpdesk with Microservices
Ratthida Wongsakthawom, Yachai Limpiyakorn · 2018
Often, businesses employ technology in driving business growth. Many applications or systems have been introduced to organizations for process improvement and customer satisfaction. An IT helpdesk is the system that allows users to submit service requests for reporting problems or their requirements to IT teams for trouble shooting. This paper presents a design of IT helpdesk with microservice architecture to promote scalability of the system. The implementation includes the classification service that automatically categorizes tickets to the associated IT teams for support. The thesaurus database is utilized for clustering the request subjects. The benefits of the proposed approach would be to enable the scalability and fortify the availability of the system.