New Help Desk System: Better Communication!

The help desk now has a problem tracking system that supports enhanced communication and follow-up on reported problems. When a problem is reported to the help desk, it is either answered immediately, or, if the problem requires further action or follow-up, it may be entered into the Unipress FootPrints help desk system. Users who wish to receive updates on the status of the problem can give their name to help desk staff. When a user's name is associated with the ticket/problem, he or she will receive an email with updates on the problem status and resolution. Help desk staff can also call up the ticket by the user name or ticket number (as well as other criteria).

Examples of problems requiring staff follow-up include hardware issues, software diagnosis by a computing specialist, a research question that is referred to a librarian, or a classroom problem that is referred to technicians. For more information on the help desk system, contact 8-4357.