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All Journal Semantik MATICS : Jurnal Ilmu Komputer dan Teknologi Informasi (Journal of Computer Science and Information Technology) Jurnal Ilmiah Kursor Jurnal Teknologi Informasi dan Ilmu Komputer Proceeding of the Electrical Engineering Computer Science and Informatics Jurnal Teknologi dan Sistem Komputer Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Knowledge Engineering and Data Science SMARTICS Journal Jurnal Nasional Pendidikan Teknik Informatika (JANAPATI) Journal of Information System,Graphics, Hospitality and Technology Applied Technology and Computing Science Journal Teknika Journal of Electrical Engineering and Computer (JEECOM) Journal of Applied Data Sciences International Journal of Engineering, Science and Information Technology Insyst : Journal of Intelligent System and Computation J-Intech (Journal of Information and Technology) Jurnal Nasional Teknik Elektro dan Teknologi Informasi JOINCS (Journal of Informatics, Network, and Computer Science) Jurnal Sistem Cerdas dan Rekayasa Jurnal Inovasi Teknologi dan Edukasi Teknik Nusantara Journal of Computers and its Applications Bulletin of Social Informatics Theory and Application Jurnal Informatika: Jurnal Pengembangan IT
Joan Santoso
Institut Sains Dan Teknologi Terpadu Surabaya
Astronomy Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Education Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Physics Social Sciences Transportation Other

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Journal : Jurnal Informatika: Jurnal Pengembangan IT

 1 
Klasifikasi Helpdesk Menggunakan Metode Support Vector Machine Stefanie Hilda Kusumahadi; Hartarto Junaedi; Joan Santoso
Jurnal Informatika: Jurnal Pengembangan IT Vol 4, No 1 (2019): JPIT, Januari 2019
Publisher : Politeknik Harapan Bersama

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30591/jpit.v4i1.1125

Abstract

The online helpdesk with ticketing system with the help of operators often experiences problems such as inappropriate delegation processes, the duration of the helpdesk waiting time to be delegated, even the helpdesk is missed to be handled. The ticket delegation checked manually by the operator has risks creating an error in delegating helpdesk tickets to inappropriate technicians. The helpdesk classification system is needed so that every incoming helpdesk ticket can be classified to the right technician according to the job description. The incoming Helpdesk is classified into 6 types of requests, namely multimedia, documentation, internet, server, hardware, software and miscellaneous. This helpdesk grouping is needed so that related technicians for each helpdesk can work and help the helpdesk according to their respective job descriptions. The Support Vector Machine method is used to classify text on the helpdesk. The use of Linear and Polynomial kernels produces an accuracy of 78%, the RBF or Gaussian kernel produces the highest accuracy of 81% while the Sigmoid kernel produces the smallest accuracy of 51%. The helpdesk classification results with the Support Vector Machine method can produce quite good accuracy.
Co-Authors Aditya Dwi Aryanto Adriel Ferdianto Agung Dewa Bagus Soetiono Ahmad Syaifuddin Ali Djamhuri Ananta Tio Putra Andik Jatmiko Anita Guterres Bayu Anggara Putra Budi Irawan Chandra, Francisca H. Christian Nathaniel Purwanto Devi Dwi Purwanto Dewi, Nindian Puspa Dipa, Sasra Edwin Pramana Eka Rahayu Setyaningsih Eko Mulyanto Yuniarno Elizabeth Shirley, Stephanie Endang Setyati Ernest Lim Esther Irawati S. Esther Irawati Setiawan Esther Irawati Setiawan Eunike Kardinata F.X. Ferdinandus Fachrul Kurniawan Febriantoro, Erfan Francisca Chandra Fujisawa, Kimiya Gunawan Gunawan Gunawan Gunawan Gunawan Gunawan Hans Juwiantho Hans Keven Budi Prakoso Hartarto Junaedi Hendrawan Armanto Heppi Siswanto Herman Budianto Imron, Syaiful Indra Maryati Jatmiko, Andik Kristian Indradiarta Gunawan Kristina, Natalia Kurniawan S, Putu Widiarsa Langgeng, Yudo Sembodo Hastoro Leonel Hernandez Luhfita Tirta Lukman Zaman Machfudin, Mohammad Farid Mauridhi Hery Purnomo Miftah Farid Mochamad Hariadi Muhammad Amfahtori Wijarnoko Mustaqin, Farhan Faisal Zainul Nagari, Widean Nikko Riestian Putra Wardoyo Nindian Puspa Dewi Ong, Hansel Santoso Patrick Sutanto Reddy Alexandro Harianto Ricky Sutanto Rossy P. C. Rully Widiastutik Samuel Budi Wardhana Kusuma Saputra, Daniel Gamaliel Setya Ardhi Soetiono, Agung Dewa Bagus Stefanie Hilda Kusumahadi Stella Vania Surya Sumpeno Syabith Umar Ahdan Syaiful Huda Syaiful Imron Tjendika, Patrick Tjwanda Putera Gunawan Tri Septianto Tuesday saka gustaf Ubaidi Ubaidi Ubaidi, Ubaidi Yosi Kristian