For Project 3 You Will Use An Online Electronic Ticke 926291

For Project 3 You Will Use An Online Electronic Ticketing Help Desk P

For Project 3, you will use an online electronic ticketing help desk product, and then compare that product to the LBE Helpdesk software that can be downloaded from the following link. You are more than welcome to download and try the LBE Helpdesk product, but that is not required. (Since the LBE Helpdesk must be installed on a computer, it would be difficult to manage for any students using shared computer facilities.) You will be using a free web-based product called jitbit. In order to utilize the free interface, you will need to register with a name and email address. If you prefer not to reveal your own identity, I would suggest you set up a free email account at some provider such as gmail.com.

You can use that email only for this project. While you must enter a full name, it can be a name you make up for this project (it does NOT have to be your real name!). Make sure you remember the email account you use, as you will need to check this for the correct login information. Each help desk ticket you create in the system will generate an email to the account, so I strongly suggest you create an email account just for this application. You will complete Project 3 using the free edition of the software available at: Choose the free trial edition (it will be good for 21 days). The registration screen should look like the image below.

You will be prompted to continue. (Make sure to check your email at the email address you registered with. There will be instructions there on how to log in again if needed). Take some time to explore the system. The first time you click each of the tabs (Tickets, Knowledge Base, Assets, Reports and Administration), you will be given a short walk-through. The screen when you first access the system should look like:

For this project, you will need to accomplish several tasks in the system. At various times, you will be acting as both the help desk agent and the customer. In order to complete the tasks, you will also need to do some research outside the system. Think of a question a customer might submit to a help desk. Then use a search engine to try to find a good resource for the problem. Think of a way to summarize the solution, and make note of the URL where you found it.

You will submit a word processing document for this assignment, and you will need to include screenshots of your work in the jitbit system. Take a screenshot (screen capture) of that ticket (you can do this by holding down the “Control” key and pressing “Print Screen” on a Windows system). Paste your screenshot into a Word document at the times you are directed to do so.

Paper For Above instruction

Step One: Add an Entry to the Knowledge Base

Begin by clicking the knowledge base tab in the jitbit system. Next, click the “New Article” button located at the lower left of the interface. In the subject line, include the problem you decided to research. Within the body of the entry, add the URL of the resource you found related to this problem. Use the “Select Category” dropdown menu to choose an appropriate category for your article. Before submitting, take a screenshot of the screen showing your new knowledge base entry, and insert this into your Word document. Submit the knowledge base entry once completed.

Step Two: Enter a Ticket

Assuming the role of a customer experiencing the problem, click the “Tickets” tab and then the “New Ticket” button at the top right. Fill in the subject line with the same problem you researched. Provide a brief description from the customer’s perspective in the body. Select the same category you used for the knowledge base article. Use the dropdown to set the priority to “Critical.” Before submitting, take a screenshot of the ticket window, and insert it into your Word document. Submit the ticket.

Step Three: Reply to a Ticket—Add Canned Response

Locate the ticket you just submitted and open it. Click the “Reply” button. From the “Canned Responses” dropdown, select “add new.” In the name field, input the problem name you researched. Briefly describe the solution in the body. Take a screenshot before saving, and paste it into your document, then save the canned response.

Step Four: Insert Knowledge Base Entry into Reply

While still viewing the reply, click the “Insert KB link” button. Choose the category and select the knowledge base article you created earlier. Wait briefly, then select the canned response to insert it into the reply. Take another screenshot of the reply, and insert it into your document. Add any additional information, then click the blue “Reply” button, and finally, click “Close Ticket.”

Step Five: View a Report

Navigate to the Reports tab and select “Technician Statistics.” Select your user account, and take a screenshot of the report, inserting it into your Word document. Consider how a manager could utilize this information when multiple help desk agents are involved.

Step Six: Compare jitbit to LBE HelpDesk

Review additional information available about jitbit at jitbit.com. Compare the system to LBE Helpdesk as described in Chapter 6. Write your overall impression of jitbit relative to LBE HelpDesk. Discuss the following: features present in LBE Helpdesk that are missing in jitbit but could be useful, whether jitbit’s free version is sufficient for a small company, and reasons supporting your opinion.

Remember to include your name at the top of the document. Save your work as “Project3[YourLastName]” and submit it as an attachment to the assignment box for Project 3. Pay attention to spelling, grammar, and content to ensure quality for your grade.