SUA Introduces Online User Inquiries Support System

The Sokoine University of Agriculture is on the way to use an online web based Inquiries Support System (osTicket) that will help their customers and visitors to inquire information or wants to report any problems and get help from university representatives.

That was revealed during the one day training workshop titled “USER INQUIRIES SUPPORT SYSTEM SENSITIZATION” held on Monday, 25th April 2016 at Computer Lab room in Sua Main Campusprepared for all Centre for Information and Communication Technology staffs.

The workshop training facilitator Mr.Lazaro Luhusa started by saying that the system will be used by Internal and external visitors and customers of Sokoine University of Agriculture who want to report their questions or inquiries any information and the responsible person will respond immediately via the system after receiving Notifications.

This will reduce hustling in making inquiries of any information and taking much time to receive feedback.

osTicket is a widely-used and trusted open source support ticket system. It seamlessly routes inquiries created via email, web-forms and phone.

System presents a web portal to visitors and customers to create, track, and respond to any support requests.

It create a knowledgebase of help content and frequently asked questions to help users find the information they need when they need it without the need to open a support request calls into a simple, easy-to-use, multi-user, web-based customer support platform.


At the workshop the CICT staffs were trained how to use the system including how to respond to the inquiries and answering questions asked by visitors via the system.

During the opening remarks Dr. Ayubu Churi who is deputy director of Centre for Information and Communication Technology (CICT) and the Head of Department of Education Technologies, used the platform to urge the (CICT) staff to be ambassadors and agents for SUA utilizing excellent ICT solutions and that they will be responsible much to train other staffs in other departments how to use the system.

At the end of training Mr. Michael Mahenge the head of ICT services department thanking all participants and encouraged them to use system effectively for the benefits of SUA

Finally Dr.Ayubu Churi closed the encouraging participants to share experiences with other staffs.

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