Sahhel: An AI-Driven IT Help Desk and Ticketing Mobile Application for Arabic Users

Authors

Arwa Wali, Information Systems Department, Faculty of Computing and Information Technology, King Abdulaziz University, Jeddah, Saudi Arabia Jeddah, Saudi ArabiaFollow
Maria Tamim, Information Systems Department, Faculty of Computing and Information Technology, King Abdulaziz University, Jeddah, Saudi Arabia Jeddah, Saudi ArabiaFollow
Nashwa Aljawi, Information Systems Department, Faculty of Computing and Information Technology, King Abdulaziz University, Jeddah, Saudi Arabia Jeddah, Saudi ArabiaFollow
Renad Alharthi, Information Systems Department, Faculty of Computing and Information Technology, King Abdulaziz University, Jeddah, Saudi Arabia Jeddah, Saudi ArabiaFollow

Abstract

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.

Keywords

AI technologies, IT support systems, Mobile applications, Natural language processing (NLP)

Article Type

Article

First Page

1

Last Page

8

Publication Date

4-30-2025

Recommended Citation

Wali, Arwa; Tamim, Maria; Aljawi, Nashwa; and Alharthi, Renad (2025) "Sahhel: An AI-Driven IT Help Desk and Ticketing Mobile Application for Arabic Users," Journal of King Abdulaziz University: Computing and Information Technology Sciences: Vol. 14: Iss. 1, Article 1.
DOI: https://doi.org/10.64064/1658-6336.1001