Using Fraser the IT Support Bot

IT-Support-Bot Staff Faculty Students how-to-use

To learn how Fraser, the IT Support Bot, works, see related knowledge base article.

How to ask the Fraser your issue or question

1. Where to Find Fraser

Fraser lives on the IT Services website.

Or go to direct to the Fraser Chat Bot website.

2. Open a Conversation

Note: You are not required to log into Fraser, and may ask questions anonymously.

At the bottom of your screen, locate the text input box Type your message…

Click to activate the text input box.

The bot will outline in green.

3. Ask your IT Question

Type your IT-related question or request.

- Keep your questions simple and natural as if you are talking to a person.

- For example, "Where are computer labs on campus?"

Click the sendarrow.

Note: Anonymous access to the bot may be turned off during peak periods.

4. Fraser Searches KBs

Fraser searches through UFV's official IT Knowledge Base articles to find the most relevant solutions.

Using AI (artificial intelligence) technology, it understands what you're asking even if you don't use exact technical terms.

5. Review the Response

Note: Scroll to the top of page if content is lengthy.

Fraser's displays your answer in two parts:

Summary

At the top of the page, is a summary of clear information and step-by-step instructions.

Sources

At the bottom of the page, is a list of relevant KB articles that were referenced to answer your question are provided.

Click the green links to go to the official KB articles for verification of sources.

Fraser will respond immediately with information.

If Fraser doesn't understand, it will inform you and may suggest rephrasing, offer alternatives, or ask follow-up questions to clarify.

You can also suggest follow-up questions if the first answer doesn’t resolve your issue.

6. Manage your Threads

Fraser creates a thread (conversation) history of your chats.

Click menu to toggle the visibility of your threads on and off.

Click on a thread to view its content.

To continue a thread, click in the Type your message box below an open thread.

To start a new IT thread, click the plus + sign or use command CTRL+SHIFT+O.

To delete a thread, click the thread's Delete chat icon and then click the green Delete button to confirm.

Note: Once the chat is removed, you won't be able to access it anymore.

7. Connect to IT Services

If Fraser is unable to solve a more complex issue, sign in with your UFV account.

Fraser will create an IT Support ticket and an IT Support person will contact you.

1. Click Login to log into the bot.

2. Ask Fraser to help you create an IT support ticket.

3. Fraser will guide you through the IT Services ticket process creation on your behalf.

4. Once your support ticket is sent, a live IT Service Desk Analyst will review and respond as soon as possible.

8. End the Conversation

When you are logged into Fraser and want to exit, close your browser window.

Tips for Getting Best Results

Follow the suggestions below to make your support faster and ensure best answers from Fraser.

Be Specific

Instead of saying my email is broken, try something like:

I can’t send emails from Outlook.

Good bot question examples:

How do I connect to Wi-Fi on campus?

What's myUFV? How do I log into it?

I lost my phone and can't use the authenticator app, how can I sign in?

Too vague so not good bot question examples:

My computer isn’t working. Fix it.

My email doesn’t work.

I can’t log in.

Provide Context

Include in your message:

Steps you’ve already tried.

The type of device you’re using (e.g., Windows laptop, Android mobile, iPhone).

Any other relevant details about the problem.

Sign in for More Features

When you sign in with your UFV account, you’ll get:

Personalized assistance.

The ability to create tickets and track their status.

Check Citations and Sources

Click Sources links below each response to view the full official article referenced by Fraser.

Ask Follow-Up Questions

Fraser remembers your previous messages in the same thread, so ask for clarification or additional help when needed.

When to use Fraser vs. contacting IT directly?

When to Chat with Fraser

Fraser is best used for:

Quick troubleshooting steps.

Finding official support articles.

Finding specific services that IT offers.

Quickly creating support tickets.

Easily checking the status of your existing tickets.

When to Contact IT

Submit a support ticket to IT Services when you have:

Urgent issues affecting your work/studies.

Complex problems the bot doesn't understand.

Issues requiring system access or account changes.

Need to speak with a human.

Note: Learn how to contact the IT Service Desk.

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