Environment: StFX User
Purpose: Provide more info and insight as to our ticketing process
IT Services will often request that you submit a ticket if you contact us directly with a request. Although this has become a bit of a humorous cliche in popular culture for IT to ask for tickets, there are many good reasons why we ask for this:
- If you submit your request through a specific service in this service portal (See "Services" in the menu above) your request is routed directly to the team responsible for fulfilling your request.
- Requests through this service portal often include specific information required to complete your request, allowing us to capture the information up front and fulfill your request more quickly with higher quality solutions.
- In the event the person you usually contact is absent or unavailable, another IT Services team member can still fulfill your request.
- Tickets are tracked and are much less likely to be lost or forgotten like an email or conversation.
- Tickets can be prioritized and allow us to manage competing priorities more easily.
- Tickets have a built-in survey functionality for a certain percentage of requests to allow us to easily collect, organize, and report on your feedback to make improvements.
- IT Services reports on tickets to allow us to best allocate time, resources, and prioritize.
Contacting an individual directly rather than submitting a ticket can mean your request:
- Isn't fulfilled if the individual is away on vacation or an unplanned absence.
- Is lost or forgotten if it's sent as an email. Depending on the time of year the volume of email can mean your request can be misplaced in a time of high email volume.
- Isn't prioritized correctly as an email or phone conversation is more difficult to prioritize versus the built-in prioritization methods in our ticketing system.
Thank you for submitting tickets for your requests and helping us to provide the best service possible to the entire campus community!