Our company advertises thousands of products online. To identify and resolve IT problems more efficiently, we want to set up an IT ticketing system.

We would like to collaborate with students to select a suitable IT ticketing software.

This will involve several different steps for the students, including:

• Familiarizing themselves with our target market, products and services.
• Researching and selecting a suitable IT ticketing software.
• Identifying useful categories to classify tickets.
• Testing the system and making changes based on feedback.
• Recommending IT ticketing best practices.

Bonus steps in the process would also include:

• Addressing open tickets.

By the end of the project, students should demonstrate:

• Familiarity with our target market, products and services
• Selection of a suitable IT ticketing software
• Identification of useful ticketing categories
• Improvements to the system based on feedback
• Recommendation of IT ticketing best practices

Bonus steps would include:

• Resolving ticketed issues

Final deliverables should include

• A final report.
• A presentation.

Students will connect directly with us for mentorship throughout the project. We will be able to provide answers to questions such as:

• Our target market, products and services
• Input on choices, problems or anything else the students might encounter.

In order to complete this project, students can self-teach, but it is beneficial to be familiar with:

• IT ticketing and support

Again, students can complete this project without any of the prior knowledge listed here. Students will be expected to research and learn more about the above as the project goes along.

We can provide students with:

• A walkthrough / tutorial of our target market, products and services