Two New Ways to Get IT Help: Live Chat and Knowledge Articles

Live chat and knowledge—what’s that about?

If you just read the HelpSU is Changing article in this issue or watched our Sneak Peek of Services Portal video, you may have picked up on the plug for a couple of new ways you can get answers to your IT questions starting Dec. 5.

“Providing great IT support encompasses many things, including easy access to information that solves your problem and gets you back to work as quickly as possible,” said Jon Russell, director of the UIT Service Desk. “For years, calling 5-HELP and submitting a HelpSU ticket have been the primary avenues for getting this information and support. With the new Services Portal, we’re giving you two new channels.”

Live chat

The Services Portal has a live chat feature that lets you “talk” online to a UIT Service Desk representative without having to pick up the phone. It’s super simple to use, just like texting with your family or friends. When you’re logged into the portal, you’ll see a Live Chat tab at the bottom of the page. Click on that tab and a window will open where you can type in your question and get a quick response from a UIT rep.

Live chat will be available seven days a week from 8 a.m. to 5 p.m. (except university holidays). The Live Chat tab will not appear when the service is unavailable.

Knowledge

Sometimes certain issues can be solved quickly and easily ... and on your own! That’s why we’ve spent the last couple of months compiling a library of information called “knowledge,” which enables you to get quick answers to the most commonly asked questions. Although all our staff are eager to help you at any time, these articles will enable you to get solutions much faster and be on your way in no time.

When you type a question into the Services Portal search field or the Help Ticket form, the portal looks at keywords you entered and automatically searches for self-help articles that may give you the information you need to resolve the issue yourself.

The December release of the Services Portal includes hundreds of articles with answers to the most common questions the Service Desk staff answer. Of course, that’s just a fraction of the number of articles we intend to create, and over time this resource will become more and more useful.

Feedback

So come Dec. 5, give these two new IT help channels a try when you’re in the new Services Portal. We encourage your feedback. That’s easy too. Just use the Feedback tab at the bottom of the page, right next to the Live Chat tab.