Applies to:
Russell Labs faculty, staff and students who request non-website* IT support.
*Requests for website support should still be sent to websupport@cals.wisc.edu or sent through this form.
When:
February 5, 2024
What:
Starting February 5, 2024, all email requests sent to help@russell.wisc.edu will be routed into a request management system called Web Help Desk.
How Will I Request IT Help?
- Email help@russell.wisc.edu.
- The system will send you an automated reply.
- John Slaybaugh or David Sandra will read your email and respond to it. If they are unavailable due to illness or vacation, CALS IT staff will respond.
Note: Russell Labs IT service hours remain the same. For service hours, see the Russell IT area home page.
New Capabilities – Lookup Request Status and Add Comments to Requests
Once you send a request you can:**
- Check on the status of your request
- Add comments to your request
** You will need to login with your campus NetID and password.
Do I Have to Login?
No, not unless you want to add a comment to an existing request or look up the status of a request you submitted.
What Emails Will I Receive When I Place a Request by Email?
The system automatically sends you two emails:
- One when the request is received
- One when the request is marked close by the technician
The assigned techs will email you as they work on your request.
If you reply to any of these emails, the text will be added to your request as a comment.
Why Change Things?
Switching to the new system will allow us to tie customers and calls together, so we can get a better picture of our customers’ needs and potentially solve their problems faster.
How Do You Check Sent Tickets On This New System?
Yes we do:
- How to Check the Status of a Help Request Sent to Russell IT
- Login to https://webhelpdesk.cals.wisc.edu with your NetID and Password
- Check the “My Requests” page in the middle of the page or the “My Tickets” option on the left-hand side.