November 07, 2024
ITHelp virtual assistant to assist campus community
The Office of Information Technology (OIT) will release the ITHelp virtual assistant — an intuitive and continuously evolving tool designed for technology support — on Nov. 19.
This virtual assistant is an additional and faster way to receive support, and it will be integrated with the existing OIT ticketing system and accessible through Microsoft Teams. An ITHelp button will be added to the left-hand menu in Microsoft Teams, which, when clicked, will open a chat window for reporting technology issues or asking IT-related questions.
The virtual assistant will provide solutions when it recognizes the issue. Common queries such as “my account is locked” or “how to reset a password” will receive direct links to relevant knowledge base articles outlining steps for a potential solution.
If the virtual assistant cannot resolve the issue, a ticket will be automatically created. If the response is inadequate or the issue persists, selecting “no” when prompted with “Was this answer helpful?” will also generate a support ticket, ensuring follow-up assistance from technicians as soon as possible.