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Published on November 22nd, 2019 | by University Communications

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New TI3 Help Desk service tracking system, goes live December 16

From December 3 to 16,  Technology Innovation Institute and Initiatives (TI3) will finish the transition from Saint Leo’s current Help Desk service portal (helpdesk.saintleo.edu) to the new streamlined Saint Leo Help Desk, powered by TOPdesk (same web address as the current service portal).  The TOPdesk platform was selected for its simplicity, user-friendly experience, and scalability for future use beyond technical support—all at a significant cost savings to Saint Leo University.

Currently, when students, faculty, or staff use their Saint Leo credentials to login to helpdesk.saintleo.edu and place a technical support request (ticket) online, they see a screen like this:

Beginning December 16, users will sign on through the Okta homepage or at helpdesk.saintleo.edu which will look like the screenshot below.

 

Once logged in, users will see a new user-friendly TI3 Help Desk page like the one below.  Users will see different tiles on their Help Desk homepage depending on their university credentials.

The new interface is  designed to make information and help much easier to find and access.  Users will be able to report an issue, track service requests, view announcements, and search for answers to frequently asked technical support questions.  

Once a request is logged, an email confirming TI3‘s  receipt of the service request will be sent to the requester, like the one below:

 

Note that during the transition between December 3 and 16, confirmation emails may be delayed up to 48 hours as TI3  staff will be manually transferring requests from the old system to the new one.  The new Saint Leo Technical Service Help Desk will be fully functional in January 2020.

As always, students, faculty and staff will still be able to call TI3  directly if you have technical support questions or concerns at (352) 588-8888, but requests placed through TOPdesk will be managed and tracked more efficiently.

Students, faculty, and staff will see the full roll-out of the new portal in January 2020.

For answers to questions about TOPdesk, please contact TI3 at (352) 588-8888 or create a ticket at helpdesk.saintleo.edu.

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