Welcome to the NEW ITMS Team Helpdesk!
For several years we have used a helpdesk product which served us well. The concept of a helpdesk is something which was extremely well-received, and helped ensure a balance of communication between ITMS staff and our users. Staff and Students liked the fact that they felt part of the support process and were able to see frequent updates to their support request, and it helped centralise the management of all support work within the team as well as track issues / ensure quality etc.
Unfortunately the old product, which was no longer developed by the publisher and out of support, had become problematic, with email responses in particular becoming horribly formatted.
This new platform is approximately 60% faster, allows web, email and self-service support channels + a wealth of external possibilities like Twitter and Facebook integration (watch this space!)
It also allows much nicer formatting of emails between staff and users, which has always been our core method of support.
If you have any comments or queries regarding the new helpdesk please don't hesitate to get in touch.
Director of ITMS / Data Protection Officer