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To ensure timely support, accurate tracking, and equitable service for all staff and faculty, all IT-related issues must be reported through the official Helpdesk ticketing system.
Submitting requests through the Helpdesk allows the IT team to properly prioritize, assign, track, and resolve issues. This approach is a standard best practice across colleges and universities to maintain service accountability, track response times, and ensure clear communication.
Why You Should Use the Helpdesk
Submitting a Helpdesk ticket ensures:
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Faster response times through automated routing and prioritization
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Accurate tracking of issues, history, and resolutions
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Clear ownership and accountability
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Improved reporting and planning for future improvements
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Fair and consistent support for all departments
Requests sent via email, chat, or word of mouth are more likely to be delayed, overlooked, or duplicated.
What Not to Do
Please avoid reporting IT issues by:
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Emailing managers, directors, department heads, or IT staff directly
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Sending Teams messages for non-urgent issues
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Mentioning issues informally in meetings or hallways
While managers and IT staff want to help, these methods bypass the Helpdesk tracking system, delay resolution, and make it difficult to prioritize requests fairly across the campus.
