myIT Tip of the Week

myIT Tip of the Week

 

How to submit an issue to the IT Help Desk

This week, we wanted to give everyone a quick refresher on submitting issues to the IT Help Desk.  There are multiple ways you can do this.  Three of the more common ways are:

1. Call us – On campus, dial extension 5555; off-campus or cell phone, dial (620)341-5555, or toll-free 1 (877) 341-5555.  When you call, the Help Desk agent taking the call will create a ticket for your issue.  If we are unable to answer your call, leave a voice mail, with your name, and number and we will call back as soon as possible.

2. Email us at helpdesk@emporia.edu.  An email will automatically create a ticket in our system.  Be sure to put all the particulars in your email about your issue, and how we can reach you (phone number) to help you resolve your issue.

 

       3. On campus, you may stop by our office in Cremer Hall, room 149.

 During the regular semester, we are available 8:00 am to 9:00 pm Mon-Thurs.  Fridays, we are open 8:00 am to 5:00 pm.  Saturdays the desk is manned 11:00 am – 3:00 pm, and Sundays 5:00-9:00 pm.

More to know about submitting tickets:

     You will receive an acknowledgement email with the ticket number (for your reference), when the ticket has been submitted. If you do not receive an email within 4 hours, please call back in case there is a backlog, or an error.  If you called and your issue was resolved during the initial phone call you will receive one email indicating the problem was resolved and the issue closed.  If we were unable to resolve it during the phone call, and we escalate the issue to the next team, you will receive at least two emails – one, when the ticket was opened, and one, when it is resolved.

Similar to phone calls, you will receive an email acknowledgement when you email the Help Desk. If, we don’t have a phone number, or office location on campus, you will likely get an email requesting more information about your issue. It, too, will have a ticket number for tracking.  If you need to respond, simply reply to the email, and it will keep the information in the same ticket. 

      If possible, please do not CC anyone else if you email your problem to us.  If others on the email “reply to all” it also emails the Help Desk.  But because they are not the original ticket creator, replying to all will re-send the issue back to the Help Desk, creating multiple tickets, and some confusion, which may delay addressing your issue.

We also have answers to many common questions and encourage you to visit our myIT site for more how-tos and information.