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UIT Service Desk Launches Virtual Agent for IT Support

Requesting IT support just got easier. University IT (UIT) has launched the UIT Service Desk virtual agent in Slack that lets you create, update, and check the status of your IT tickets without leaving your workspace. If needed, you can also chat with a live agent directly in Slack during business hours.

If you're not on Slack or prefer the web, the virtual agent is also available in the IT Services & Support portal chat.

What the virtual agent can help you do

The virtual agent can help you with these common IT tasks:

  • Open a ticket: Follow prompts to provide details and get a link to track your ticket status.
  • Check ticket status: View your open support tickets and add comments or updates.
  • View IT knowledge articles: Explore knowledge articles proposed by the virtual agent that may help answer your questions. Click "Read More" to view the full content of the knowledge article.
  • Connect with a live agent: Chat directly with a live agent during business hours (Monday–Friday, 7:00 a.m. to 5:50 p.m.). Outside of those hours, you'll be prompted to open a ticket or explore other options.

Access in Slack or online

Select the access option that works best for your workflow:

  • In Slack (New!): Add the virtual agent app to your Slack workspace and get IT help right where you work. Please note, you must be on a Stanford Slack grid to use the virtual agent in Slack.
  • On the IT Services & Support Portal: The virtual agent is also available on the IT Services & Support portal. Look for the chat option in the bottom right corner of your screen. If you've used the chat option before, you'll notice the experience has been refreshed, with added capabilities.

Get help

Other ways to connect with the UIT Service Desk:

The virtual agent is designed to help you handle the most common support actions quickly and on your own terms. If you need additional or personalized support, you can connect with a live UIT Service Desk team member through the virtual agent or use these options:

  • Call: 650-725-4357 (5-HELP)
  • Report a problem: Get help by submitting an online ticket.
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