Design and Implementation of a SaaS-Based Helpdesk System Using a Multi-Tenant Architecture for Customer Complaint Management
Rancang Bangun Sistem Helpdesk Berbasis SaaS dengan Arsitektur Multi-Tenant untuk Pengelolaan Keluhan Pelanggan
DOI:
https://doi.org/10.21070/ups.11359Keywords:
Software as a Service, Multi-Tenant, Helpdesk, Ticket Management System, Subdomain TenantAbstract
Customer complaint management is an important aspect of maintaining service quality and customer satisfaction. However, complaint handling processes are often conducted through multiple communication channels, making monitoring and documentation difficult. This study aims to design and develop a Software as a Service (SaaS)-based helpdesk system using a Multi-Tenant architecture for customer complaint management. The research employed the Research and Development (R&D) method with a Prototyping approach, while requirement analysis was conducted using the Income-Based Education (IBE) 1.0 framework. The resulting system implements a Single Database Multi-Schema architecture to provide data isolation among tenants. The developed prototype supports tenant management, ticket management, complaint tracking, product management, and automated email notifications. Black Box Testing results indicate that the implemented functionalities operate according to the defined requirements. This research contributes to the implementation of a SaaS Multi-Tenant model in customer complaint management systems.
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