IT Service Request Changes: Effective TODAY
Beginning Monday, July 7, the current IT service request system will be replaced by a more robust ticketing system that will improve and streamline communication within tickets and offer many new tools. One of the key new features will be the ability of the system to process emails related to a ticket and include them in the ticket for review and tracking.
Beginning Monday, you can create new service requests by logging in at http://helpdesk.niagara.edu or simply sending an e-mail to email@example.com. As always, you may also create requests by phone at ext. 8040. Existing links to our service request system will be updated to point to the new one.
Existing service requests will be brought over to the new system for launch, and you may receive communication from the system as your existing requests are re-created.
In addition to the improved ticketing interface, the IT department will be phasing in several new offerings such as live support chat, a knowledgebase and an interactive troubleshooter. The troubleshooter will be a valuable resource for students that often face similar issues.
If you have any questions when the new system is rolled out next week, please feel free to contact IT. The system is very intuitive, easy to use, and we feel it is going to be a great resource as we offer support to an ever-growing staff, faculty and student population.