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This edition of Tech Tips includes an exciting announcement! But first, you have to read through a bit of the boring stuff.
The IT Department uses a ticketing system called ServiceDesk Plus, which organizes all of our service requests and allows us to assign them to the members of our team. Request issues range from student Chromebook repairs, to staff badge reprints, to website block/unblock requests, to Clever login issues, to wireless network problems, and many other things our department works on. When you fill out our online form, we ask you for specific information that helps us to be more efficient in servicing your request. Things like your school, the type of problem you are having, and your email address, make it easier for us to categorize the issue and assign it to the right person. The form we use takes that information, turns it into an email and sends it to the ServiceDesk Plus server, which then turns it into a ticket. The email address you provided in the original form becomes the “Requester” of the ticket and so an email is sent to that Requester confirming that the ticket has been created. That email comes from “EHPS Support” with an email address of support@easthamptonct.org.
Similarly, anytime we update the ticket, emails are sent to the requester from that address. When you reply to that email, it updates the ticket and notifies us. Unfortunately, we often don’t receive any feedback from staff after we update the ticket, and many times we are asking for important follow up information, like “When can we work on this for you?” and “What is the student’s name who is having the login problem?”. Or “we just made this change, can you let us know if it’s working now?”. This leaves us in a bind, because there are a lot of tickets to work on and so tickets that don’t get responded to sit in limbo waiting, often for several days. If we don’t hear back after a few days, we send another request, and then if we still don’t hear anything back after a few more days, we’ll end up closing the ticket. So, if you create a support ticket, PLEASE keep an eye on your inbox for messages coming from support@easthamptonct.org because that is how you’re likely going to find out the status of your ticket.
The other way you can find out about the status of your ticket is to sign into the ticket system directly by going to https://support.easthamptonct.org and using your universal username and password to login. This will show you the entire history of all your tickets and has the option to create a ticket within the helpdesk itself, though that is not recommended as it asks way more information than we need you to provide.
And now, the exciting announcement! To make creating support tickets easier for YOU, we are no longer requiring use of our online form to create a ticket. Instead, you can simply email support@easthamptonct.org with your request and it will create the ticket! Better yet, emailing support to create the ticket will allow you to include attachments and we LOVE screenshots to help us with troubleshooting. BUT please keep in mind that when you email, if you don’t provide us enough information to work from, it’s going to delay us in providing you with support. Give as much detail as possible about the issue, where we can find you, and WHEN we can work on the issue. And then keep an eye on your inbox for updates!
Here are just some of the things you can email support@easthamptonct.org about: Key Fobs, badges, Chromebooks, laptops, desktops, projectors, printing, Smartboards, Software, Student login and password issues, Staff Login and password issues, websites and YouTube videos to unblock, websites that should be blocked, wireless network issues, accessing the guest wireless network with your personal devices, Clever, GoGuardian, ParentSquare and PowerSchool issues, “I’m not sure who to contact about this issue” issues. If the problem turns out it’s not something we do, we can most likely point you in the right direction on who to ask.
Hope this was useful!
Rich
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