Frequently Asked Questions
Can I still call the helpdesk or stop by with my question?
Where do I send requests for website updates?
How quickly will someone respond to my online request?
How can I check the status of my request?
How can I update my request?
Can I put in a ticket for someone else through the web form?
Why am I getting emails about support requests from the Helpdesk?
Can students use Helpdesk web form?
Can clients use Helpdesk web form?
Why are we implementing a new Helpdesk system with an online form?
Can I still call the helpdesk or stop by with my question?
Yes, you can request help or ask a question through whatever method is most convenient for you. We offer the web form as a way to make reporting issues more reliable for you and to make our response to issues more efficient. All requests will be entered into the Remedy tracking system no matter how they get to us. The main benefit of the web form is that we become aware of issues as a team no matter where we are or what we are doing, allowing us to respond more efficiently and effectively to everyone’s requests. So you don’t need to wait for us to get back to our desk and can submit a request even when everyone is working on requests throughout the building.
Where do I send requests for website updates?
Requests for website updates can come to the helpdesk just like all other support requests. This will allow us to respond to your website requests quickly even when our primary web developer is unavailable. If your request requires an attachment, please send the request with the attachment by email to helpdesk@sog.unc.edu.
How quickly will someone respond to my online request?
Responses to online requests will be at least as fast as phone or in-person requests. In fact, you'll find that we can generally respond more quickly to online requests because much of the information we need is automatically put into the tracking system and we are able receive and acknowledge requests even when we out of the office working on other issues. Even the most urgent request gets to our attention fastest through the web form. And because everyone on the Helpdesk gets notifications from the web form, we are able to identify and respond to issues even when people are out sick or doing focused work on a project.
How can I check the status of my request?
One benefit of the web form is that it makes it easy for you to check the status of your requests. After you have logged in to submit a request, you can select the Check/Update Requests button in the left column, which will open a page listing all open tickets. Select the ticket you want to check. You will see a page that has all of the most recent information about your request and allow you to update the ticket with any additional information you have.
How can I update my request?
If you have new information that will help with the resolution of your issue, you can use the web form to add that to your initial request. After you have logged in to submit a request, you can select the Check/Update Requests button in the left column, which will open a page listing all open tickets. Select the ticket you want to check. You will see a page that has all of the most recent information about your request and allow you to update the ticket with any additional information you have.
Can I put in a ticket for someone else through the web form?
Yes, we know there will be instances where you need to enter a ticket for someone else, such as a program manager submitting a support request on behalf of a faculty member. In these cases, please include "SUBMITTED FOR: [Name]" at the beginning of your request. Unless you request otherwise, we will keep the request under your name, so you will receive the follow up questions and issue resolution emails. This way you can continue to follow the status of the issue you submit. If you would like us to convert the request so that all future communication is for the other person, please include that in your request and you will not receive updates or be able to check the status of the request.
Why am I getting emails about support requests from the Helpdesk?
We have implemented the Remedy helpdesk tracking system to allow us to track issues and respond more efficiently. Part of this system includes tools for managing communication as well as some automated alerts. Anything sent from the system is recorded as part of the request ticket, so we have a full record of what has been done. And an automated message is sent when we close a request ticket, providing a brief description of what was done and letting you know that we believe the problem to be resolved. So if it is not fully resolved, you can let us know quickly rather than waiting to see if we are still working on it.
Can students use Helpdesk web form?
Students are welcome to use the SOG Helpdesk web form. In many cases, their tickets will be forwarded to campus helpdesk services, which provide a full array of support services that are paid for by student fees. This is one reason we adopted the Remedy tracking system that campus uses and supports-it provides a more reliable system for resolving student issues in conjunction with the campus helpdesk.
Can clients use Helpdesk web form?
The SOG Helpdesk web form requires you to use your ONYEN to log in, which allow us to full track issues and requests. Since clients generally do not have an ONYEN, they will not be able to use the form. We have another version of the form that we can set up for situations where we may need to provide direct support to clients. If you have a situation where you believe an online helpdesk request form would improve our efforts for clients, please contact Todd Nicolet, Associate Dean for IT, to discuss how we can best provide this support.
Why are we implementing a new Helpdesk system with an online form?
We have implemented the Remedy helpdesk tracking system to allow us to better track issues and requests and to improve the efficiency of our response. The system allows us to work on issues as a team and always have the latest information about efforts that have been completed. By having an online form, it allows people at the school to quickly report issues or ask questions without having to find a member of the team or wait for them to return to their desk. It also removes the need to know who works on what types of issues. The same system tracks all issues, from desktop/laptop support to email to website requests to CollegeNet or NetSuite problems. We'll make sure the right person knows about the problem or question as quickly as possible. This improves our ability to provide support when someone is on vacation or sick and actually improves our response time even when everyone is here.
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