Faster Helpdesk Ticket Updating

In the past when you responded to an email from the Helpdesk about a specific ticket, someone had to find your ticket, and copy your email into it so the technician assigned to your issue would see the lastest information. As of Wednesday, 09/09/2015, this can be a much faster process. When you reply to an email from the Helpdesk about your ticket, it will automatically be added to your ticket, and the assigned technician will receive notification that there has been an update from you. This method will only work if you reply to an email from the system. If you send an email to the Helpdesk about your ticket that does not have the correct subject line format, the system will create a new ticket, which may delay the resolution of your issue. The emails from the Helpdesk system look like this:

From: Helpdesk [mailto:ticket_update@middlebury.edu]
Sent: Thursday, August 20, 2015 3:29 PM
To: Your Name
Subject: Ticket 499799 Open –> The description of your issue

We hope that you will find this new functionality easy to use, and that the progress of your tickets to resolution will be faster.

5 thoughts on “Faster Helpdesk Ticket Updating

  1. MariAnn Osborne / Claudia Lu

    Ethernet connector in dorm room not working (visibly loose)
    getting by temporarily with wi-fi but prefers ethernet

    Reply
  2. Raquel Friedmann

    I am not able to view the details of the shared calendars in Outlook. All the calendars just say “busy.”

    Reply
    1. Ian Burke

      Please check with the helpdesk at Monterey. If a calendar is not shared you will not be able to see it. But you also may have a configuration setting that is not set up correctly.

      Reply

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