CIASTech Updates to JIRA Service Desk

Hello CIAS Students, Faculty and Staff

During the Christmas break CIAS Tech has been busy upgrading our online support ticketing system to a new platform.
This new platform offers us a variety of new and sleek features to better serve the CIAS community.

  • Online knowledge base. We will be building out the knowledge base with howto and troubleshooting tips and tricks
  • Better email responses and tracking. The new emails look great and filled with great information
  • Easy to use. This new system is a joy to use!

The old URL you have been using for years still works. http://cias-helpdesk.rit.edu

We have also created a new easy to remember URL: http://helpdesk.cias.rit.edu


 

Once you log into the new system you will be presented with this great interface to either searcg for a solution to your problem, or select a category and get help that way. This software will try to match up your request to documents in our Knowledge base that may help you solve the problem without having to wait for us!

Our hope is that this new software package will help us cut down on response time, keep you more informed of the status of your tickets and in general make everyone’s lives easier.

As always we want to make sure you have the tools you need to succeed. This new upgrade integrates directly with a number of system CIAS Tech uses daily.

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