Sahhel: An AI-Driven IT Help Desk and Ticketing Mobile Application for Arabic Users
Arwa M. Wali, Maria Tamim, Nashwa Aljawi, Renad Alharthi · Journal of King Abdulaziz University-Computing and Information Technology Sciences · 2025
This paper presents Sahhel, an AI-based IT help desk and mobile ticketing application designed for Arabic-speaking users. The application aims to enhance communication between employees and IT support teams by providing a user-friendly platform to address technical issues. Sahhel leverages AI technologies to efficiently provide solutions to common IT problems. The application was developed and evaluated based on a case study conducted at Ibrahim Al-Qurashi Perfume Company. The survey results indicate a high level of user satisfaction, with the system usability scale (SUS) reaching 87.35%, with 79% of the participants liking the application frequently, and 70% and 85% finding it easy to use and easy to learn, respectively. This study highlights the effectiveness of AI-based solutions in improving IT support services and overall organizational productivity. The application could be expanded by incorporating more advanced technologies, such as dashboards and chatbots, in the future.