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All Journal International Journal of Electrical and Computer Engineering IAES International Journal of Artificial Intelligence (IJ-AI) Jurnal Simetris TELKOMNIKA (Telecommunication Computing Electronics and Control) Bulletin of Electrical Engineering and Informatics Jurnal Computech & Bisnis (e-Journal) Jurnal Ilmiah KOMPUTASI Sistemasi: Jurnal Sistem Informasi JOIV : International Journal on Informatics Visualization Indonesian Journal of Artificial Intelligence and Data Mining Applied Information System and Management Jurnal Sisfokom (Sistem Informasi dan Komputer) JURNAL ILMIAH MAHASISWA AGROINFO GALUH SEIKO : Journal of Management & Business CYBERNETICS IJISTECH (International Journal Of Information System & Technology) Jurnal Sistem Cerdas JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) Journal of Information Systems and Informatics Jurnal Teknologi Dan Sistem Informasi Bisnis Jurnal Informatika dan Rekayasa Perangkat Lunak Journal of Applied Engineering and Technological Science (JAETS) Indonesian Journal of Electrical Engineering and Computer Science Jurnal Riset Sistem Informasi dan Teknologi Informasi (JURSISTEKNI) Jurasik (Jurnal Riset Sistem Informasi dan Teknik Informatika) Jurnal Teknik Informatika (JUTIF) IJISTECH Jurnal Abdimas Kartika Wijayakusuma Nautical: Jurnal Ilmiah Multidisiplin Indonesia Jurnal Teknologi dan Manajemen Industri Terapan Edukasiana: Jurnal Inovasi Pendidikan eProceedings of Engineering Paradoks : Jurnal Ilmu Ekonomi Nuansa Informatika Informatics Management, Engineering and Information System Journal Electronic Integrated Computer Algorithm Journal Kesatria : Jurnal Penerapan Sistem Informasi (Komputer dan Manajemen) Bridge: Jurnal Publikasi Sistem Informasi dan Telekomunikasi Jurnal Pengabdian Bakti Akademisi SITEKNIK: Sistem Informasi, Teknik dan Teknologi Terapan Advance Sustainable Science, Engineering and Technology (ASSET) AQILA : Acceleration, Quantum, Information Technology and Algorithm Journal
Muharman Lubis
Universitas Telkom
Religion Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mathematics Social Sciences Other

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Journal : Jurnal Sisfokom (Sistem Informasi dan Komputer)

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Classification of University IT Helpdesk Tickets Using Support Vector Machine with Hyperparameter Optimization Yulio Ferdinand; Lubis, Muharman; Pratiwi, Oktariani Nurul
Jurnal Sisfokom (Sistem Informasi dan Komputer) Vol. 14 No. 4 (2025): NOVEMBER
Publisher : ISB Atma Luhur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32736/sisfokom.v14i4.2413

Abstract

The classification of IT helpdesk tickets is crucial for improving response efficiency in service management systems, particularly within academic institutions. However, the process is still mostly manual, increasing the risk of misclassification. This study explores the use of the Support Vector Machine (SVM) algorithm with four kernel functions — RBF, Linear, Polynomial, and Sigmoid — to automate the classification of user-submitted service tickets. The dataset was sourced from the Telkom University service desk application database, covering 2023 and 2024, and comprises 13,508 records across nine service categories. Preprocessing steps such as stemming, stopword removal, and TF-IDF feature extraction were applied before model training and evaluation. The RBF kernel achieved the highest accuracy at 85.04%, followed by Linear at 80.64%, Sigmoid at 75.94%, and Polynomial at 63.69%. The internet access category had the best classification performance across all kernels, with RBF and Linear achieving F1-scores of 90% and 89%, respectively. The request data category also showed consistently strong results with F1-scores above 80%. Misclassifications were mainly due to overlapping vocabulary, data imbalance, and limited semantic variation in ticket descriptions. The results indicate that the RBF kernel is most suitable for this multi-class classification task. This study highlights the effectiveness of machine learning in improving helpdesk automation and provides a basis for future enhancements, such as incorporating semantic-rich features and addressing class imbalance. Notably, this research contributes a comparative analysis of different SVM kernel performances, which has not been extensively explored in previous research.
Co-Authors Abdullah Muhammad, Hasan Abdulmana, Sahidan Achmad Rafi Addini Firdaus, Fitri Adillah, Muhammad Fauzan Nur Adinda Laras Ayu Adityas Widjajarto Agus Ambarwari Agustiana, Nathifa Ahmad Musnansyah Akbar Habib Buana Wibawa Putra Akbar Nurwahyu Arifin Putra Al Khowarizmi Ali Nurdin Ali Nurdin Alqahtani, Raied Ali Alvan Kamal Amanah, Raisyah Nurul Amri Amri Amril, Salsabila Zahrani Annastasia, Syifa Anuraga, Rahadhitya Artamevia, Mima Asriana Asriana, Asriana Asti Amalia Nur Fajrillah Ayu, Adinda Laras Bayuwindra, Anggera Constantino, Matias Garcia Deden Witarsyah Dhiya Fathia Dika, Dafa Dinda Bayu Rama Dila, Revyolla Ananta Dinayatullah, Ledi Dini Handayani, Dini Dini Oktarina Dwi Handayani DM, Burhanis Sulthan Dwi Hary Sandy, Muhammad Dzakiyyah Al Kaazhim Edwinsyah, Muhammad Ega Mardoyo Ega Mardoyo Erlangga, Faezal Fadilah, Zikri Fakhrurroja, Hanif Farhana Zahra Farid Farid, Farid Farma, Junia Fasya, Muhammad Haikal Faza, Sharfina Febriyani, Widia Firdaus, Taufiq Maulana Fitrah Khairi Fitriyana Dewi Fonna, Rizki Putri Nurita Gabriel Ardi Hutagalung Garcia-Constantino, Matias Ghifari, Muhamad Yazid Gunawan, Dian Habibi Ramdani Safitri Hafiizh Maulana Halim, Hendra Harefa, Hafid Rahman Hermawan, Fairuz Fernanda Hikmah Adwin Adam Humairo, Annisa Idham Kamil Ikbar, Thoriq Ikhlas Fuad Zamzami Ikhsan, Alif M. Ilham Ramadhan Nasution Iqbal Santosa Irvan, Irvan Jihan Audia Mulya Julham Julham Julham Julham Kahirul Umam, Irhan Kamal, Alvan Kartini, Ani Laily Indaryani Lubis, Arif Ridho Lubis, Fahdi Saidi Lukman Abdurrahman Lukmanul Hakim Lukmanul Hakim M. K. Rizal Syahputra M. Shabri Abd. Majid Matias Garcia Constantino Matias Garcia-Constantino Mhd Faris Pratama Mira Kartiwi Mochamad Hariadi Mochamad Yudha Febrianta Muhammad Dwi Hary Sandy Muhammad Haikal Fasya Muhammad Luthfi Hamzah Muhammad Mahendra Muhammad, Hasan Abdullah Muhdiantini, Cindy Mukti, Iqbal Yulizar Mulhartono, Tomi Muttaqin, Alif Noorachmad Nabiel Muhammad Al Ghazali Naufal Wirawan, Muhammad Neca Aqila Nelsa, Putri Nguyen Kieu Trang Ni Made Purnami Noorachmad Muttaqin, Alif Nur Ichsan Utama Nurlina, Eka Nurma Sari, Nurma Nuryatno, Edi Triono Nusantara, Abdul Hakim Satria Oktariani Nurul Pratiwi Paradita, Anggraeni Xena Parameswari, Sang Dara Paramita, Paramita Possumah, Mercy Kristina Pradana, Vega Putra Prahastiwi, Narita Ayu Prajaya, Fannzy Bayu Askar Prayoga, Danar Prayudani, Santi Putri Luthfiah Harmaya Qadhli Jafar Adrian R. Wahjoe Witjaksono Rafi, Achmad Rafian Ramadhani Rafian Ramadhani Rafsanjani, Rayhan Rafael Rahadhitya Anuraga Raharjo, Adi Rahmat Fauzi Rahmat Mulyana Rahmat, Hadian Raied Ali Alqahtani Rakan, Raihan Ramadhan, Yumna Zahran Ramadhani, Rafian Rayhan Rafael Rafsanjani Romi Fadillah Rahmat Sadewa, Rizki Sahidan Abdulmana Sandy, Muhammad Dwi Harry Sandy, Muhammad Dwi Hary Sarah Purnamawati Satria Nusantara, Abdul Hakim See, Tan Lian Shaffiei, Zatul Alwani Shafira Fatimah Azzahra Silvia, Vivi Sinung Suakanto Siregar, Fachrul A Sonny Zulhuda Supeno Mardi Susiki Nugroho, Supeno Mardi Susetyo Bagas Bhaskoro Syah, M. Edwin Syahrizal, Teuku Muhammad Taufiq Carnegie Dawood Thoriq Ikbar Tien Fabrianti Kusumasari Trang, Nguyen Kieu Umar Yunan Kurnia Septo Hediyanto Umuri, Khairil Vega Putra Pradana Vreseliana Ayuningtyas Wihayanti, Titik Wirawan, Muhammad Naufal Yani, Mega Fitri Yulio Ferdinand Yuyun Yusnida Lase Zamzami, Ikhlas Fuad Zulkifli Zulkifli