Speaker
Description
The EGI Helpdesk, also known as Global Grid User Support (GGUS), is operated within the EGI federation as a core support service for the Worldwide LHC Computing Grid (WLCG) and other distributed research infrastructures, providing coordinated incident handling and service support across hundreds of computing centres. To address growing scalability, interoperability, and sustainability requirements, GGUS has recently undergone a major modernisation, migrating to a new platform based on the open-source Zammad system.
This contribution presents the architecture, feature development, and roll-out of the new GGUS Helpdesk, with a particular focus on meeting the operational needs of both the WLCG and EGI communities. The migration preserved and extended long-established GGUS workflows, such as team, alarm and multisite handling, and maintained existing integrations with core infrastructure services including the EGI Check-in authentication and authorisation service, the GOCDB (Grid Configuration Database), the OSG (Open Science Grid) database, and the CERN ServiceNow system. At the same time, it introduced improved role management, a modern user interface, richer APIs and a range of new capabilities. Since entering production in January 2025, the system has supported hundreds of active supporters and several thousand tickets, demonstrating its readiness for large-scale distributed operations.
A key novelty of the upgraded helpdesk is the introduction of AI-assisted support features. We present ongoing developments integrating large language models for AI-assisted ticket handling, including intelligent routing to appropriate support units, semantic summarisation of ticket histories, and context-aware writing assistant for support agents. These capabilities aim to reduce response times, improve consistency, and support first-level operators in handling complex incidents and requests typical of WLCG and EGI infrastructures.
The new GGUS Helpdesk thus establishes a scalable, extensible foundation for future support services, aligning operational support with the evolving demands of Open Science and data-intensive research communities.