Working with the IT Service Desk
This guide will show you how to submit, follow up on, and receive a resolution from the IT Service Desk
Submit a Ticket
Submission methods
Emails sent to itservicedesk@unca.edu will be entered into the ticket system automatically.
Our Self Service Portal located at https://servicedesk.unca.edu can be used to enter your own tickets whenever you need!
Of course, you can always call us at 828-251-6445!
What info to submit?
Include your username and any details of the trouble you are experiencing. Error messages, screenshots, property tag numbers, and detailed explanations will all help facilitate the support process. Specify in your initial request if you prefer to be contacted via phone. Include the desired phone number.
After you submit a ticket
The initial confirmation email from ticket system will have your ticket number, copy of the information you included in the ticket, and will start an email chain. Reply to this email with any updates to the ticket.
Note - this is not a reply from a person. Rather, an automated confirmation of receipt of your ticket. Next will be a reply from a Service Desk technician.
Typically the IT Service Desk will respond directly within just a few minutes. While at peak times, it may take a brief bit longer for a reply, please be patient as we work requests in the order they are received.
Follow up on a Ticket
Log back into the Self Service portal to check the status of a ticket.
You may also reply to the email chain from the ticket system. Be sure to leave the subject line unchanged! This will add the emails you send into the ticket system so that technicians can review the updated information.
Calling the IT Service Desk at 828-251-6445 and providing your ticket number is also another option for service.
If you are on campus, visit our office in the Ramsey Library 118.
Ticket Resolution
Tickets will be resolved based on a number of factors. All tickets will receive an initial response as quickly as possible. However, some requests may require additional time, resources, or additional research and support.
Please be patient while we work to support you, campus, and the university's mission!
You will receive a resolution email with details on completion of the support process.
IT Service Desk communications
Tickets may be closed after 3 business days without a reply from you. We will make several attempts to reach back out over that time. However, the ticket will eventually be closed due to non-response. Should you need, simply reply to the resolution email and it will re-open the ticket right away!