Help Desk Stats

UWG Online (Distance Ed) began using Remedy, a help-desk tracker, in January 2003, to enable us to identify patterns of support needs, including peak times, common problems, as well as satisfaction with support services. In Jan 2012, the department improved it's ablility to track, assign, and escalate helpcall tickets, by investing in a new helpdesk system called Numara Footprints.

All telephone and email support calls from faculty and students received by distance learning are logged into the system. When a ticket is closed, the customer receives a satisfaction survey via email.