The UIC Help Center

An easier way to get support, find answers, and submit tickets!

Sample email of a support request

Technology Solutions is proud to introduce the new UIC Help Center, a modern, mobile-friendly service management tool that provides a one-stop-shop to get support, request services, and find answers to frequently asked questions!
 

What is the UIC Help Center?

Service Catalog Web Page

The UIC Help Center is part of a new service management solution, powered by TeamDynamix, that will provide a centralized location for community members to get support, find answers, and submit and manage service requests.

  • Get Support
    UIC Help Center provides a centralized location to request services, get support and submit tickets. No more going to different websites or trying to remember what email address to send to for help! This replaces accc.uic.edu/services.

  • Find Answers
    Knowledge Base articles, online guides with answers to frequently asked questions, how-to guides, and troubleshooting tips, will be available in the UIC Help Center and directly linked with service listings. This replaces answers.uic.edu.

  • Manage Requests
    This new system is mobile-friendly and easy to use enabling you to monitor, manage and access your service requests. This replaces accc.helpdesk.uic.edu, also known as RT (Request Tracker).
     

When Did This Happen?

  • Monday, February 22, 2021
    The UIC Help Center launched on Monday, February 22, 2021. After Technology Solutions transitions, the platform will be made available to all units to list their services and take in support requests, starting with those currently using the Request Tracker (RT) ticketing system.

  • Phases
    In the first phase of implementation, the UIC Help Center consolidated the Technology Solutions catalog of services, the service request and problem reporting forms, and all of our self-help documentation (knowledge base). Future phases will make the platform available to other units for implementation and adoption. This graphic provides a high-level timeline for the phases.

graph of the phases of the rollout

 

What Has Changed For Me?

Sample email of a support request

  • Where to Get Help
    Support requests are now submitted in the new UIC Help Center at help.uic.edu.

  • Support Inboxes Retired
    Many support email addresses that would receive service requests and create tickets in RT have been retired and no longer accept requests. Additional communications have been set up to notify individuals emailing these inboxes of the retirement. Our primary contact points such as consult@uic.edu and some others will still remain active, but you are encouraged to submit your support requests via the UIC Help Center at help.uic.edu for the best support experience.

  • Emails from Tech Support Look Different
    Email correspondence from the support team related to your UIC Help Center request have a new look. See an example email here.

  • Request Tracker (RT) has Retired
    Our current ticketing system, known as Request Tracker (RT) - accc.helpdesk.uic.edu - has been retired and will not be accepting new requests. Any outstanding RT tickets will still be worked on and resolved in RT, but new tickets will no longer be created in that platform. Longer-term tickets will be recreated in the UIC Help Center. Other units still using the RT platform to provide support are not impacted at this time.

     

New Unified IT at UIC Website

  • New IT at UIC Website
    Also launched February 22, the new it.uic.edu website! This site aims to optimize communication channels and share academic IT information in a way that is most effective for the UIC community, while also serving as a channel for the IT community to obtain and exchange information.

  • The accc.uic.edu Website has Retired
    With the Technology Solutions service catalog being transitioned to the UIC Help Center, any remaining content from the Technology Solutions website (accc.uic.edu) has moved to the new IT at UIC website (it.uic.edu), and the accc.uic.edu website has been retired.

Information Technology Home Page

Frequently Asked Questions

Why Did This Happen?

The TeamDynamix product behind the UIC Help Center is being implemented by many units across the University of Illinois System. The goals of the system-level implementation are:

  • To improve the customer experience. Customers are often inconvenienced by having to navigate the university organizational structure to locate the help needed.
  • To create a seamless ticketing system with a modern, mobile-friendly interface that supports all customers regardless of unit affiliation.
  • To replace ticketing systems and project portfolio systems that have reached their limits of effectiveness and adoption.
  • To enhance support operations and enable support staff to work cross-functionally and collaboratively with other IT support staff and units.
  • To enable leadership to more easily and accurately understand the effort and impact of IT at our universities.

At UIC specifically, an additional goal is to expand the UIC Help Center beyond just IT services, enabling a true one-stop portal to various services and resources across the university. Over the coming months, Technology Solutions will be working with other units that are currently using the Request Tracker (RT) system, to assist with transition to the UIC Help Center. After that time, additional units will be able to transition as well.

How Do I Use the UIC Help Center?

Now that you're here, simply browse the Services or Knowledge Base tabs at the top of this page, or search for what you need! Be sure to log in for the best experience, as you can then mark certain services or self-help documents as favorites, along with being able to see additional content and your current and past tickets with us.

What Happened to Answers.uic.edu (Knowledge Base)?

Technology Solutions has transferred all knowledge base articles to the UIC Help Center, to provide a single portal to both our services and self-help documentation!

What should I be aware of now when I contact you?

There are a few substantial changes that come with this transition to the UIC Help Center.

  • If you send an email to us to request support, anyone else you copy on your message will not be added to the resulting ticket. Instead, you should note in the body of your email any additional individuals (with email addresses) that you would like to be added to the ticket, and we will add them.
  • All emails coming from the UIC Help Center will originate from the same email address: servicereplies@uillinois.edu. For example:
    • If you email consult@uic.edu, you will receive a notification that a ticket was created, and that will come from servicereplies@uillinois.edu. You will be able to either reply to the email or select the button within the email to visit the UIC Help Center to interact with your ticket.
    • However, you are not able to send a new email to servicereplies@uillinois.edu to create new tickets.
  • The UIC Help Center is integrated with the UIC directory. This means your experience will be best when you log in when visiting the Help Center, and also when you are sure to send email to us from your UIC email address. This will allow you to see all of your current and past tickets, and personalize your experience on the website by marking certain services or self-help documents as favorites, and more!

Am I Still Able to Access RT and Look Up Old Tickets?

Tickets currently open in RT will be addressed within RT, and you are still able to correspond with the ticket via email until the ticket has been closed. Historical RT tickets are not being transferred to the UIC Help Center. RT will transition to a read-only mode for a period of time, before being fully shut down some time later this year. During the read-only period, historical tickets may be viewed but you won't be able to update them.

My Unit Currently Uses RT. How Does This Impact Us?

There are no immediate changes to your use of RT, but Technology Solutions will be reaching out soon with more details to help schedule and plan for a transition to TeamDynamix.

How Can I Contact You to Get Help?

The primary method for getting help is using this Help Center to see and request our available services and self-help documentation, and ask a question or report a problem. However, you are also still able to reach us via email or phone if needed.

I Have More Questions. Who Do I Ask?

If you have additional questions, please visit go.uic.edu/Ask-an-IT-Question, and we'll be happy to address them.