Service Management/Help

April 13, 2015

Survey Asks: What Is Your Experience With UW-IT?

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A random sample of UW students, faculty and staff from all three campuses will be invited to complete a brief survey in early May about their experiences with UW-IT. The survey will ask about customer experiences with a selection of services including help@uw.edu, collaborative tools, Wi-Fi, classrooms, research technologies and more. If you are invited, please take the survey to provide your feedback to UW-IT. The confidential survey will be administered by the UW Office of Educational Assessment, with results reported in the fall.

July 7, 2014

UW-IT’s New Service Management Tool: Check Request Status in Real Time

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Beginning July 8, UW-IT will adopt a new service management tool to replace its existing ticketing system and improve customer service and response. When you send email to help@uw.edu and other UW-IT email addresses, you’ll notice the response is a bit different. It will include a confirmation with a link to check the status of your request in real time. All UW-IT services will transition to this new tool—called UW Connect—by July 15. This initial change sets the foundation for future improvements including enhanced customer response.