OIT is excited to announce the launch of a new IT support system that will help us continually improve our customer service levels.
The new system, powered by TeamDynamix, offers easier access to technology services through a number of self-service tools, including a new self-service support portal where you can sign in with your ACE account to easily submit requests, check on the status of your requests, or make changes to your requests.
Please note the support portal will be unavailable from 9 p.m. Friday - 1 a.m. Saturday every weekend for maintenance.
Over time, we will continue to add new features, including a knowledge base, new chat tools for support, and more.
Things to Know:
The IT Help Desk contact information remains the same and support emails will continue to come from firstname.lastname@example.org, although the look and feel will be different.
There may be some duplication of efforts as we transition tickets from the old system to the new one. Beginning today:
- OIT staff may recreate your requests in the new system and provide you with a new support ticket number.
- Email replies to previously closed tickets will create new tickets in the new system. Unnecessary duplicates will be deleted.
- IT staff may contact you directly from their UNLVMail accounts regarding previously existing tickets in order to avoid duplications.
Thank you in advance for your patience and understanding as we launch this new support experience and its customer-focused features. If you have any questions or feedback regarding the new system or your existing support requests, please contact the IT Help Desk.