“I emailed the help desk and they won’t get back to me!!!!” – Jon

The Help Desk supports you and your day-to-day work. Whether your report isn’t printing, you can’t log-on to your computer, or your laptop won’t connect to the wifi – we’re here to help.

Here are some tips to help us help you faster.

Write a Descriptive Summary.

Use wording in the subject of your email that states what the specific problem is and what you are seeing. Try using something like this:

Cannot log in to computer. Says account is locked

Instead of this:

Help, computer problem???

Examples of descriptive summaries:

Jenny is unable to send emails since yesterday.

Phone is not working in HR office.

Computer will not power on since update installed.

I cannot access Jane’s calendar today. It worked yesterday.

Website X is loading very slowly. Others seem to work.

Put details in the body of the email.

In the body of the email, put all the relevant details to the problem such as the office the problem is occurring in, the specific computer, printer, projector, etc. and the time that the problem occurs. Anything you may know that is relevant will help me resolve this this faster. Try to include

What you were doing when the problem happened?

When was the last time this worked (if ever)?

Does this happen every time you do X?

The specific computer or telephone.

When did you first notice this?

What was supposed to happen, but didn’t?

Follow Up

“My ticket has been open for three days and no one has contacted me yet.”

We do our best to answer tickets as they come in. Sometimes we are faster than others. Often times we try to contact the ticket creator by email and wait to hear back about a clarification.