Summary: Not sure whether your technology question, issue, or request needs a ticket? Learn how submitting one helps ITS route, prioritize, and track your request while keeping communication organized—then read the full article.

 If you have a technology question, issue, or request, submit a ticket – even if you’re not sure which ITS team handles it. Starting with a ticket is the easiest way to get your request to the right people and keep it moving.

What happens when you submit a ticket?

A ticket creates one place to record the details, track progress, and preserve the solution for future reference. Ticket data also helps ITS identify recurring issues and campus-wide trends so we can address underlying problems, not just individual symptoms.

You don’t need to know which ITS employee or team to contact. The Support Center routes your ticket to the right group, and the shared queue means another available technician can help when someone is away. Tickets also give ITS the information needed to prioritize issues based on their urgency and campus impact. Submitting a ticket instead of contacting an individual directly helps prevent requests from being delayed, overlooked, or dependent on one person’s availability.

Your ticket also keeps communication organized. Updates and questions are delivered by email, and you can review the request’s status and full conversation at any time in the University Service Portal. Keeping everything with the ticket reduces scattered email threads, preserves important details, and makes handoffs between technicians easier. This will become even more useful as additional University departments begin using the system.

Submitting a ticket also helps ensure a consistent support experience. Requests enter the same process regardless of who you know or which ITS employee you contact, helping students, faculty, and staff receive service based on the issue’s urgency and impact.

Ready to get started? Visit the University Service Portal to submit a ticket or review an existing request.

— Becky Klein, ITS