MUMBAI, India, Aug. 10 -- Intellectual Property India has published a patent application (202641083251 A) filed by Saveetha Institute Of Medical And Technical Sciences on July 07, 2026, for Smart Helpdesk Ticketing Solution For It Services.
Inventors include M. Sai Tejaswi; Dr. Suresh Balakrishnan T; and Dr Ramya Mohan.
The application for the patent was published on July 31, 2026, under issue no. 31/2026.
Abstract: The Smart Helpdesk Ticketing Solution for IT Services is proposed to address the challenges faced by POWERGRID employees due to the use of multiple disconnected platforms such as GLPI, Solman, and email for raising and resolving IT-related issues, which leads to confusion, delays, and poor user satisfaction. The proposed system introduces a centralized, Al-driven ticketing platform that allows employees to submit queries through a unified interface including chatbot, web, mobile, email, and existing ticketing tools. The solution performs unified ingestion by consolidating tickets from all sources into a single system and uses Natural Language Processing (NLP) to automatically understand, classify, and prioritize user requests. An intelligent routing mechanism analyzes ticket context, urgency, and historical data to assign tickets to the appropriate IT support teams without manual intervention. The system also features an Al-powered chatbot to provide self-service resolution for common issues such as password resets and VPN access, thereby reducing response time and support workload. Additionally, a dynamic knowledge base recommends relevant articles and identifies gaps for new content creation based on ticket trends. Configurable email and SMS alerts ensure timely communication and SLA compliance. Overall, the solution improves operational efficiency, accelerates issue resolution, and enhances employee satisfaction through a seamless, scalable, and intelligent IT helpdesk management system.The system is designed to be scalable and secure, supporting future expansion and integration with enterprise IT infrastructure.Role-based access control ensures that administrators, support staff, and users have appropriate permissions.Advanced analytics help management identify recurring issues and take preventive actions.Automation minimizes manual effort and reduces human errors in ticket handling.The solution ultimately creates a smooth, transparent, and user-friendly IT support experience across the organization.
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