June 4, 2014

This new system is meant to make it easier and more efficient for you to find answers to your questions, get the latest news from IT, and submit a request to our staff.In this email, we want to highlight two of the new tools in the new ITicket system which will help us to provide you with a better experience.

  • First, the new system includes an 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.
  • Second, it also includes a troubleshooting tool that walks you through some more common problems and helps you resolve them. If it cannot, it will allow you to automatically submit a ticket.

In a few short weeks, you will be able to submit tickets through the ITicket site at helpdesk.valpo.edu, which will replace our retiring Web Help Desk site. In addition, the email address for the Help Desk will change to helpdesk@valpo.edu, replacing it.helpdesk@valpo.edu. We are simplifying these address to make it even easier for you to contact us.

We are offering live training workshops on the new ITicket system on the dates noted below, and may add sessions based on demand. Sign up at http://bookwhen.com/valpo.

  • Mon., June 23 from 10 – 11 a.m.
  • Fri., June 27 from 10 – 11 a.m.

We have also made a training video for the new ITicket system; view it at our new YouTube channel.

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