Behind the Scenes - What Happens When I Contact the Helpdesk?

Before Contacting the Helpdesk
 

May I Contact Tech Support Staff Directly?

No.

We ask that you email the helpdesk, and include a line in the body of your email that says: please assign this to...

If this is an urgent matter, you may direct message the person in Microsoft Teams; or you may call the person after you email the helpdesk.

How Do I Include Others in Correspondence With the Helpdesk

When contacting the helpdesk, include a line in the body of the email that says: I would like to add the following people to the CC list......, ......, ......, 

The owner of the ticket will add these people to the cc list when replying, ensuring everyone's informed about the issue.

We do not recommend CC others when sending such email:

• Only the requester will recieve a reply to the email sent to the helpdesk. Those who are CC'd will not.
• If anyone CC'd on an initial email from a requester tried to reply to the helpdesk, a new ticket would be generated, causing further confusion and extra work.

No Response From the Helpdesk - Now What? 

Inquiries sent to the helpdesk are typically assigned within two hours during working days. If you do not recieve a response within a reasonable amount of time, you can reply to the automated message you received when you submitted your request. 

If you do not think your inquiry received proper attention, please call one of our department managers for assistance. 

I work in a CMPT Research Lab - Will the Helpdesk Assist Me?

Yes, absolutely!

When you email helpdesk, add your lab's acronym to the subject line. Eg: Subject: CMPT-AAA: Need New Software. We have put a list of the acronyms at the bottom of this page. Please check them out. 

If you are a CS graduate student, click here for a page we prepared to assist you with techincal support.

Is it OK to Include Muliple Issues in One Email?

Yes, this is fine. Just ensure you number each issue to that each one is responded to. If need be, we will create separate tickets for the issues, handling them at the same time so there's a timely resolution. 

I've Had This Issue Before - Now What?

Please contact the helpdesk, and include the ServiceHub Incident # ticket number that was issued the first time. We will link the old and the new ticket number together, so we ask that you don't reply to the old ticket number. 

Everything is Fixed - Should I Contact the Helpdesk?

No, not unless we request you to do so. Once the issues have been resolved, we will close the ticket, marking it 'Resolved'. If you have another issue, create a new email and send to the helpdesk (if it's related to the previous issue, include that ticket number).

I Received an Email from the Helpdesk With an ServiceHub Incident # - What Do I Do?

Here are some things you may consider:

• If you would like to track the request call, you may email helpdesk with the proper subject line, which will put you in the CC group and keep you informed of the ticket.
• If you do not want to become a CC-ed member, you may email the parties directly, not CC helpdesk.
•  When you received a message from someone CC-ed to you with an ServiceHub Incident #,
  • if you want to join the discussion of this ticket (become a CC-ed member) 
  • and/or if you want to see your replies get archived in the RT system, 

Please reply to helpdesk with the proper subject line, not to the other sender directly (they will receive your messages through the RT system).

Please note:

If you "Reply All" to a ticket with other parties, they will get duplicate messages: one from you, one from the RT system.

Please always reply to helpdesk with the proper subject line.

Should I Contact Other Tech Support?

No.

If you know certain issues should be taken care by another party, e.g: RCG (Research Computing Group), please indicate this in the body of your message. If we need to contact them, we will do so on your behalf.

I Sent One Message and Recieved Two Replies.

If the helpdesk identifies multiple issues in your email, we may create another ticket and assign it to another member of the team. This helps speed up the process as most issues will be addressed at the same time. 

I Received Duplicate Emails From the Helpdesk - Now What?

It's most likely that you've been set as the 'Requester' and are also a member of the group being cc'd. We do our best to minimize duplicated conversations, but it happens sometimes. This is one reason we ask that you always have the helpdesk set up as the sole recipient of your messages. 

If you receive duplicate messages, please reply to the email containing the ServiceHub Incident # so the owner can ensure no more duplicates are sent. 

The Helpdesk Replied With a Different Subject Line - Why?

To improve the quality of service, we try to make the subject line as clear as possible. Since the ServiceHub Incident # is the identity of the ticket, the change of the subject line wording is a safe practice.

If you notice the new subject line does not reflect the issues, please let us know as soon as possible.

How Do I Check the Status of My Ticket?

If you contacted helpdesk using your SFU account, you can check the status of your inquiries. Please login this web page and you can view all the tickets you submitted.

I'm using laptop, will the Helpdesk assist me?

Please click here for information about using your own laptop.