Information Technology is rolling out a new call tracking system to replace our aging HEAT system. This new package will reduce costs, improve internal efficiency, and offer a more customer friendly web interface for submitting new requests to IT, viewing your request history, and facilitating communication on updates to your existing requests.

The new system will be accessible to the campus community at webhelpdesk.valpo.edu starting on Friday, March 4th and will be synchronized with your ValpoNet username and password. Over the first week of spring break, the IT Help Desk will be migrating the existing ticket information from our HEAT system into the new Web Help Desk. This process will not interrupt normal IT Help Desk operations and our regular spring break hours of 9am – 5pm, Monday through Friday, will be observed. Regular semester hours for the IT Help Desk will reconvene when the Christopher Center opens on Sunday, March 13th at 2:00 p.m.

As part of the migration process, the HEAT Self Service module available via the Online Service Center will be taken offline Friday, February 25th at 4:00pm. Requests during this transitional period will still be accepted via e-mail to it.helpdesk@valpo.edu and via phone at 219.464.5678.

We will be hosting two “Meet and Greet” sessions for the new Web Help Desk system during the second week of spring break for anyone who would like to know more about the new interface.

• Thursday, March 10th from 2:00 p.m. to 3:00 p.m. in CLR-261-A
• Tuesday, March 15th from 11:00 a.m. to 12:00 p.m. in CLR-261-A (*Changed from Tuesday, March 8th)

If you are interested in attending one of these sessions please contact Diane Noe (x5364) to reserve a seat, as space is limited.

The Web Help Desk system has numerous advantages over our previous call tracking system in regards to FAQ’s and self-help services, customer satisfaction surveys, inventory management, reporting, and service request management. Additional features will be evaluated and implemented over the next several months and feature lists and other information will be updated on the IT website to keep campus informed. We are excited about the potential of this product and are eagerly looking forward to use it to help us continually improve the support and services that Information Technology can offer to the campus community.