What’s Changing

On April 1, 2026, the current help desk ticketing system will be retired and replaced by a new unified IT Service Desk Portal. The new portal is accessible at it.example.edu/support.

All open tickets from the legacy system have been migrated and will be visible in the new portal under My Tickets.

New Features

  • Self-service ticket submission with guided intake forms
  • Live ticket status tracking — no more waiting for email updates
  • Searchable knowledge base with over 200 how-to articles
  • Approval workflows for software requests and access provisioning
  • Mobile-friendly responsive design

How to Get Started

  1. Navigate to it.example.edu/support
  2. Log in with your institutional username and password (SSO)
  3. Browse the knowledge base or click Submit a Request to open a new ticket
  4. View all your open and resolved tickets under My Tickets

Training Resources

A short walkthrough video (5 minutes) is available on the IT Training page. Drop-in sessions will be held in the IT Lounge (Admin Tower, Room 210) on:

  • April 1 — 10:00 AM to 12:00 PM
  • April 2 — 2:00 PM to 4:00 PM

Legacy System Availability

The legacy portal will be available in read-only mode through April 15, 2026 so you can reference past ticket history. After that date it will be decommissioned entirely.

Questions?

Email the IT Project Team at it-portal@example.edu or call ext. 4357 (HELP).