The rapid development of information technology encourages educational institutions to improve service quality through computerized information systems. SMPIT As-Salaamah still manages complaint services manually, causing difficulties in recording reports, monitoring status, and resolving complaints. This study aims to design a web-based Help Desk system using the Laravel framework and MySQL database. The research applies a Research and Development approach with the Waterfall model covering requirements analysis, design, implementation, testing, and maintenance. UML is used for system modeling and Black Box Testing is applied to evaluate functionality. The test results show that authentication, complaint submission, ticket management, status updates, attachment upload, data search, and report generation operate according to functional requirements. Centralized storage, ticket identification, and real-time status monitoring make complaint management more structured, transparent, and well documented.
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