A significant change has come to the Help Desk this summer, which affects everyone across campus. In an effort to improve the service we provide to you, we have changed to a new ITicket system. This new system makes it easier for you to submit ITickets, find information on your existing ITickets, and access a host of information in our knowledge base and troubleshooting guide. This process has also seen the consolidation of several Help Desk email addresses into one email and single point of contact. The system is synchronized with your ValpoNet username and password for easy login.
Here are two of the new tools in the new ITicket system which will help us to provide you with a better experience.
- Integrated knowledge base: When you go to submit a ticket, it will search the knowledge base to see if we have any articles which may help you solve your problem without submitting a ticket.
- Troubleshooting tool: walks you through some more common problems and helps you resolve them. If it cannot, it will allow you to automatically submit a ticket.
We have created a training video about the new ITicket system; view it at our YouTube channel. Live training workshops may be added based on demand; watch http://bookwhen.com/valpo for sessions to be listed.
As of June 23, all new tickets are going into the ITicket system. In early July, we will formally turn off the old Web Help Desk system.