Coming June 5th: An Improved IT Services Help Ticketing Experience

What is changing?

• IT Services is replacing ithelp@ecuad.ca, cts@ecuad.ca, and cts-support@ecuad.ca contacts with new online service forms on June 5th, 2023.
• Future emails sent to theses addresses will direct the requestor to our updated catalogue of service forms.

Why are we doing this?

• Emailing for help feels convenient and simple, but the practice limits how quickly and effectively IT Services can respond.
• About 78% of all ITS tickets were created this way since September 2022, representing over (5000) unique emails, largely around similar requests.

Service forms ensure faster service delivery by

• instantly connecting you with the right staff for your request
• collecting critical information up front
• leveraging university data to enable process automation
• reducing time spent on non-value-add activities

The ECU Client Portal catalogue enables better service delivery by

• highlighting and clarifying our specific service offerings
• providing a self-service portal with access to quick resources such as knowledge articles
• providing ITS with key performance data that can be analyzed and shared with university leadership

How will I get IT support?

• Create a ticket using the Report and IT Issue form if a service is down or something is not working properly.
• Streamline other requests by using our Digital Technology and Services Catalogue.
• Visit the campus IT Service Desk (B1116) or call (604) 630-4565.

How can I get started?

• Bookmark and browse our Digital Technology and Services Catalogue to see what’s on offer.
• Scan any IT Services QR codes you encounter on campus using a mobile device.
• Sign in with your myEC credentials when prompted.

How can I track and comment on open tickets?

• Track and update your ticket requests directly on the ECU Client Portal.
• Continue to interact with ongoing tickets by replying to our email notifications with any updates, questions or additional information.