Starting the week of May 14 email sent to email@example.com will automatically be entered in our ticketing system (WebHelpDesk). You will receive an auto-reply with the ticket number and further information which helps us and you better track open questions and requests. The auto-reply will come from Williams OIT Web Help Desk.
You can reply to the email to add more information to the ticket or to ask further questions. This will ensure that all communications and information are captured in the ticket to avoid duplication or repetitive questions. It will also ensure that no requests get missed or are delayed entry into the ticketing system.
We are confident this change will help enable us to address questions and resolve issues as quickly as possible.
To summarize the 4 ways a WebHelpDesk ticket is created:
- Emails sent to firstname.lastname@example.org automatically creates a WebHelpDesk ticket
- Voicemail left on the x.4090 Help Line automatically creates a WebHelpDesk ticket
- You may enter a ticket directly by logging into the WebHelpDesk at: http://ticket.williams.edu
- By calling 413-597-4090 (x.4090) a Specialist at the Faculty Staff Support Desk will enter the ticket for you.