There are two ways to contact us when you need assistance:
We use a centrally-managed issue ticketing system that tracks all IT issues. All e-mails sent to firstname.lastname@example.org will generate an e-mail that acknowledges we got your issue. You’ll receive a tracking number; please save this response e-mail in a folder so you can refer to it later.
When e-mailing an issue in, please use a short but descriptive subject line, such as:
We will update your ticket periodically and will often ask for additional information. Please read and respond to these updates when you see them so we can continue working the issue.
If you have a REALLY urgent request that’s stopping work, we ask that you call in to our helpdesk – 206-329-6600. In most cases you will get a “live human” but if you don’t you should get a call back within 15 minutes.
Thanks for your attention to this!