Starting December 27, the Campus Technology Services (CTS) Help Desk will be sending customer satisfaction surveys to faculty, staff and students who we recently worked with to resolve a computer-related issue.
Survey recipients are chosen at random when a client’s ticket is closed. If you should receive one of these messages, they will be emailed from email@example.com with subject “Campus Technology Services survey regarding Incident <number>.”
The survey consists of five questions which should take just a few minutes to complete. The questions are targeted at your satisfaction with the service you received.
We are always interested in hearing all levels of feedback – the good, the bad and the ugly – in order to improve our services. Thanks in advance for providing it to us!
As of Thursday, September 26, the Technology Support Center was renamed to the Help Desk. Chief Technology Officer, Sean Moriarty, said the name change “reflects how the campus referenced the previous Technology Support Center and is a well-known industry term.”
Over the course of the last week, CTS has been working on updating our website, email and documentation to the new name. Any emails you may receive from us will show up in your inbox from the “Help Desk.”
Our contact information is still the same. You can reach us by phone at 315.312.3456, email at firstname.lastname@example.org, walk-in at 26 Lanigan Hall. We are also on Facebook, www.facebook.com/sunyoswegocts and Twitter, www.twitter.com/sunyoswegocts.
Campus Technology Services (CTS) is pleased to announce its adoption of ServiceNow, a cloud-based helpdesk ticketing system that will replace the current HEAT system on Friday, May 3.
ServiceNow is an industry-leading product with many notable clients, such as Emory University, Loyola Marymount University, Staples, SONY Pictures, and Yale University. It will allow CTS to track and service the campus community’s tech support issues more efficiently.
As part of the new system’s functionality, you will receive email updates whenever your tickets are modified (or if a staff member needs to communicate with you about them). These messages will originate from oswego.service-now.com, not oswego.edu. In most cases, any reply you make to these emails will be automatically appended to your open ticket(s).
CTS plans on extending capabilities of ServiceNow in the near future, including a self-service web page that will allow our users to log their own tickets and check the status of those tickets online. We look forward to serving you better with these new tools and welcome your feedback as we make additional enhancements.