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The Department of Technology Services has moved our ticketing system from an in-house custom system to a commercial product called Web Help Desk. Please use Web Help Desk to enter ALL technology support requests. This new system, in use since 2011, allows for an escalation model to be applied to the technology requests that are submitted from our end users. Web Help Desk closes the current feedback loop by providing an easy and efficient way for end users to track the progress of submitted technology requests and communicate with the technology department throughout the troubleshooting and support process. Web Help Desk also ties into the districts Active Directory server, so end users will be able to log into the system very easily using their current district username and password. We are extremely pleased with this solution as it has already allowed great gains in our efforts to provide timely service and better communication. Below is a two-step guideline process for requesting technical support.Step 1:
For Technology Support, visit the Web Help Desk system to submit a ticket. You can reach the system at:http://support.etownschools.org
Step 2:
For **Teaching Emergencies that affect instruction, you can also reach the Technology Emergency line at district phone extension 11199. If no one is at the Help Desk, the phones are forwarded to all technology staff members. Our goal is that someone is available to respond to technical emergencies.
** A Teaching Emergency is defined as “a technology issue that is preventing instruction where lesson plans cannot continue until the technology issue has been addressed”.
Click on the link below to access the district technology Web Help Desk system.
Web Help Desk - http://support.etownschools.org
Web Help Desk Tipsheet
