When to email IT or Help Desk
In the past, we’ve emphasized sending email to helpdesk@w-ils.org to request the following:
• assistance with a problem/issue with technology
• technology training,
• or technology equipment.
We still hold true to this. However, it has come to our attention that there are times it might be more appropriate to email IT@w-ils.org. Some examples would be to request:
• our input prior to updating documentation,
• our advice about equipment needs,
• or our suggestions regarding a particular situation.
In most cases, one or the other would suffice. You do not need to send to both addresses. If it’s a ticket, send it only to helpdesk@w-ils.org; if it’s a recommendation, only send it to IT@w-ils.org .
While we prefer you to respond directly to the ticket emails when we request clarification, we are aware that sometimes attachments don’t arrive in the ticket. If that happens, we may ask you to send the attachment to IT@w-ils.org.
We would also recommend sending a separate ticket for each issue you, consumer or attendant is experiencing. We understand that it seems simple to send through batches of related issues; however, it complicates the ticketing system when trying to document each contact.