Introducing the UIC Help Center

UIC Help Center

An easier way to get support, find answers, request services and submit tickets!

Technology Solutions is proud to introduce the new UIC Help Center, a modern, mobile-friendly IT service management (ITSM) tool that provides a one-stop-shop to get support, request services, find answers and so much more!

What is the UIC Help Center?

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The UIC Help Center is part of a new service management solution, powered by TeamDynamix, that will provide a centralized location for students, faculty and staff to get support, find answers, and submit and manage service requests.

  • Get Support
    UIC Help Center provides a centralized location to request services, get support and submit tickets. No more going to different websites or trying to remember what email address to send to for help! This replaces accc.uic.edu/services.
  • Find Answers
    Knowledge Base articles, online guides with answers to frequently asked questions, how-to guides, and troubleshooting tips, will be available in the UIC Help Center and directly linked with service listings. This replaces answers.uic.edu.
  • Manage Requests
    This new system is mobile-friendly and easy to use enabling you to monitor, manage and access your service requests. This replaces accc.helpdesk.uic.edu, also known as RT (Request Tracker).

When is this happening?

Phases
  • The UIC Help Center launched on Monday, February 22, 2021, and is being made available to all units starting with those currently using the ticketing system, Request Tracker (RT). Transition work will be occurring on Saturday and Sunday, February 20th and 21st between 10:00am and 5:00pm, which will result in some downtime for our website and support systems.
  • In the first phase of implementation, the UIC Help Center will be consolidating the Technology Solutions catalog of services, the service request and problem reporting forms, and all of our self-help documentation (knowledge base).
  • Future phases will make the platform available to other units for implementation and adoption. This graphic provides a high-level timeline for the phases.

What is changing for me?

Example email template from UIC Help Center
  • Where to Get Help
    Support requests will be submitted in the new UIC Help Center at help.uic.edu, starting Monday, February 22, 2021.
  • Support Inboxes Retiring
    Many support email addresses that would receive service requests and create tickets in RT will be retired and will no longer be accepting requests. Additional communications have been set up to notify individuals emailing these inboxes of the approaching retirement. Our primary contact points such as consult@uic.edu and some others will still remain active, but you are encouraged to submit your support requests via the UIC Help Center at help.uic.edu for the best support experience.
  • Emails from Tech Support will Look Different
    Email correspondence from the support team related to your UIC Help Center request will have a new look. See an example email here.
  • Request Tracker (RT) is Retiring
    Our current ticketing system, known as Request Tracker (RT) – accc.helpdesk.uic.edu – will be retired and will not be accepting new requests. After February 22, any outstanding RT tickets will still be worked on and resolved in RT, but new tickets will no longer be created in that platform. Longer term tickets will be recreated in the UIC Help Center.

Frequently Asked Questions

UIC Help Center