In order to provide a faster and more effective resolution to any IT requests or issues you may have, we have been working diligently to streamline our ticketing and request systems.
The first phase in this change is to get your helpdesk tickets resolved faster and more efficiently. We have revamped a lot of the workflow behind the scenes to make things easier for you and want to share them with you!
Going forward – if you have a request, issue, or just need some assistance simply send an email to firstname.lastname@example.org.
You are still welcome to call extension 4357 for a live helpdesk person, but simply sending an email with your request to the above email address will automatically generate a ticket and it will be assigned appropriately to someone who can assist you.
We only have three guidelines for submitting requests this way:
- You MUST open a ticket/send an email for yourself if you are able. If Jane Doe opens a ticket on behalf of Jimmy Doe, we lose our ability to track key items that will allow us to narrow down issues. If you have access to email and need to open a ticket, please do not ask your coworker to do it for you. Directly opened tickets provide a more smooth resolution.
- Please only email email@example.com and do not copy any other individuals. If you would like them to be copied on ticket responses, please let us know in the email and we can add them.
- In the event of a major issue feel free to reach out to a member of the IT staff directly, but please also send an email to firstname.lastname@example.org in order for us to track recurring and one-off issues alike. This will help us better understand where things need to improve across the board and provide better service to you in the long run.
If you have any questions, please feel free to reach out to Sherry Bodnar or Alan Phillips.