Helpdesk & Support System

1. Central Support: BKD & TPP (MOH Level)

• Central helpdesk is coordinated by the Digital Health Division (BKD) and the TPP Malaysia (SystmOne) team.
• Partial ticketing portal has been introduced in SystmOne EMR & a more thorough day-to-day issues is managed via a dedicated "CCMS Helpdesk" WhatsApp group.
• Each clinic has representatives in the group, able to raise technical issues, request enhancements, and seek clarification.
• BKD and TPP officers respond via WhatsApp, sometimes by direct message or phone.

Informal Model

While immediate and practical, a WhatsApp group is not a long-term solution. As CCMS expands, there is a recognized need for a structured ticketing/helpdesk portal.

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2. Internal Support: Muar ICT Helpdesk App

KKBM has created its own MUAR ICT HELPDESK which is built with AppSheet to help streamline, formalize and complement central support.

Key Features Available

Muar ICT Helpdesk App has several important features that has already been built into the app during the time of creation by Dr Fuad Jaafar Version 1.0

Here are the list of available features:

Multi-Mode Submission

Issues can be submitted via Google Form or via AppSheet mobile app

Formal Tracking

Reports categorized by type, criticality, root cause & real-time status.

Notification

Email alerts automatically sent to users after new submissions & progress.

Reporting

Monthly & individual incident reports can be generated directly from app.

Unique Ticketing ID

Each submission receives a unique identifier for tracking and auditing.

Knowledge-Base

Recent addition of FAQ Section & User Guidance areas for self-service [Stale]

Audit Readiness

System designed to comply with ISO audit recommendations and for issue documentation.

More Features

More development, progress and upcoming features setup for the application.

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Timeline of App Implementation

Helpdesk App Planning

Jan 2025

Requirements gathering, system design & app features planning.

Development Phase

Mar–Apr 2025

Active development of the AppSheet app, creation of core modules & features, testing & QA.

Clinic Implementation & Staff Training

01 May 2025

App deployment into clinic workflow. Training sessions for all medical and administrative staff.

Completed

Full Deployment

01 Jun 2025

Clinic-wide deployment and go-live.

Completed

Multi-Clinic Expansion (PKD Muar)

15 Aug 2025

PKD Muar plans to implement the app at other clinics (KK Bakri and beyond).

Expanded to KK Bakri

With this dual-layer helpdesk system (national WhatsApp group + local digital helpdesk), Klinik Kesihatan Bandar Maharani is able to resolve issues while maintaining full traceability and compliance. The local helpdesk's unique ticket IDs, status tracking, and incident reporting align the support workflow with ISO 20000 IT service-management practices (incident logging, resolution tracking, and reporting).

Continuous Improvement

Your feedback matters. Many system improvements—such as better templates, optimized auto-allocation & enhanced reporting—were implemented based on staff input.