If OTS’s offices had a neon sign, this would be on it. In January, the department reached a major milestone when they received their 100,000th TechHelp service request. TechHelp is the issue tracking system that every Help Center call, Blackboard support question, or Student Computing Services request gets logged into for follow-up and resolution. Taking into account its September 2012 implementation, the 100,000 total comes out to approximately 3,500 requests per month since the system went live.
OTS Client Services Director Michael Bachman says TechHelp has served the campus well. “It’s allowed us to manage and prioritize our service employees’ workloads well, kept clients informed about the status of service requests and contributed to faster service times,” Mike says. Perhaps the best recommendation for TechHelp has come from other universities: several have used TU as a template when implementing their own systems.
Students, faculty and staff can submit their own requests directly into TechHelp by going to http://techhelp.towson.edu. Mike recommends calling the help center for more complex or time-sensitive issues.