Your Ticket

Submitting a Ticket

There are a couple ways to submit a Help Desk Ticket:

• Send a email message to helpdesk@umw.edu.
• Call 540-654-2255

No matter what method you use, please provide us with as much information as possible when you do submit a ticket. Paint as complete of a picture as possible for us about what is going on; we’d rather have too much information than too little information.

What happens to your ticket?

1. Once we have your information, a ticket is entered into the online tracking system.
2. When that’s done, you will get an email message notifying you that the information has been entered into the system.
3. Your issue will be resolved by the agent taking the call (or responding to email messages), if possible.
4. If the issue cannot be resolved immediately, the ticket will be triaged to Level 2 or Level 3 support as appropriate.
5. Once the issue has been resolved, you will receive a message notifying you that the issue has been resolved, and that the ticket has been closed.  That message should also have a link to an online survey;  we hope that you’ll tell us how we did.