Technology Services Launches New Ticketing System

Beginning in Fall 2020, the University of Illinois System (Illinois, UIC, UIS, and System Offices) began implementing a new ticketing solution to provide better support for your IT help requests.

The ticketing tool is live for both Technology Services and Administrative IT Services (AITS).

Customers needing support will have the best experience by submitting a request using the Submit a Tech Request button at help.illinois.edu.

Though you can still contact the Tech Services Help Desk using the same methods as before, by calling 217-244-7000 or emailing consult@illinois.edu, the experience will be enhanced using the form. Customers needing to contact the AITS Service Desk can do so using the methods outlined in this KnowledgeBase article.

The transition to the new ticketing system will be seamless for customers with the exception of the format, style, and “from”  email address related to tickets. Emails will have a different layout, will feature new graphics and branding, and come from servicereplies@uillinois.edu. If you have set up email rules/filters, we encourage you to update those by February 26.  Please be assured that these emails are legitimate and did come from Technology Services or AITS. Sample emails are included below for your reference.

If you had a ticket open prior to February 26 it may be resolved in that system.

Below is a sample of an Ticket created email that you will receive when creating a new help request. Please rest assured that this is a legitimate message. 

Sample email from TDX with new skin