In an effort to enhance our technology support, Technology Services (TS) is excited to bring a new support portal to Puget Sound. This new portal will replace our current ticketing system and provide the following benefits:
- Centralize support resources into one simple, easy-to-use portal
- View available services from Technology Services
- Easier way to track the status of your requests
- Provide knowledge base documentation
If you have further questions about this project, please contact the TS Service Desk by emailing servicedesk@pugetsound.edu or by calling 253.879.8585.
Client Portal Video Overview
The first phase will go live on Tuesday, July 2, 2024 and is focused on implementing the new portal and tracking the same types of requests that we currently support in our ticketing system: critical technology outages and requests for help. This new portal will include a more robust set of resources and provide an additional avenue for you to request support in addition to calling or emailing the Service Desk.
The second phase will focus on our knowledge base. Our current library of self-service documentation is spread out over several locations, and we’ll be consolidating much of that information into a single, more easily navigable knowledge base within the support portal. This will allow faculty, staff, and students to more easily find their own answers. The new portal will also provide TS with tools to make sure documentation are reviewed on a regular basis for accuracy and to easily link articles to a support request. While this work will be ongoing, TS anticipates centralizing all documentation by December 2024.
The final phase focuses on project management. Much of the work Technology Services does is project-based. Examples include implementing new software systems and adding technology to a new building. However, a number of the requests we get for new functionality require that multiple possible solutions be explored to see which one will fit best in our increasingly complicated technical environment, and that exploration is also a project. This new portal will allow us to be more transparent about how those projects are progressing and to include our campus partners more fully in the process. Our Enterprise Information Services team will be going live with this work prior to December 2024 and we plan to onboard the rest of Technology Services prior to Spring 2025.
Yes. All open tickets, will be moved to the new portal. All historical tickets will be accessible only by Technology Services.
The new TS Support Portal will be available at support.pugetsound.edu and will also be accessible from the TS Puget Sound website and login.pugetsound.edu. The portal will be viewable for those with and without a Puget Sound login. In order to track the status of a request, you will need to be logged in. More instructions will be available prior to July 2, 2024.
Yes, but we highly suggest using the new Service Catalog and portal to improve response and resolution times on requests.
Yes. TS will make training materials available the week of July 1.
No. This transition should be quite seamless for all Puget Sound members and we do not anticipate any downtime during normal business hours.