ITS and UVa logos for printed output

UVa Help Desk for IT

New Help Desk Ticketing Tool (March 19, 2015)

The UVa Help Desk is upgrading its ticketing tool to serve you better!

The new tool ("BbCRM") has an improved user interface, enhanced search capabilities, and better performance that will allow the Help Desk and other support groups to serve you better. The transition to BbCRM also includes often-requested enhancements and improvements to the UVa Help Desk service.

When will the upgrade happen? Thursday, March 19th at 7:00 AM.

What's changing?

New with this ticketing system, you can:

  • Update your ticket directly by email. The support group working on your issue can easily see that you have provided additional information.
  • Add your LSP or an alternate local support partner to receive ticket notifications.

The look of the Live Chat windows will also change.

What's not changing?

You will continue to receive the same email notifications you do today including the customer satisfaction survey link when your case is resolved. Please fill out the survey! We value your feedback and use it to coach our teams and improve service.

You may notice email notifications will start coming from the BbCRM tool and that emailed links point to BbCRM.

Comments or questions about the new tool?

Please contact the Help Desk or use the Feedback Form.

  Page Updated: Friday 2015-03-13 22:00:34 EDT