The Canisius College ITS Help Desk has recently updated the way it handles emails being sent to helpdesk@canisius.edu. All emails sent to helpdesk@canisius.edu will now automatically be processed by our call ticketing system, resulting in improvements in communication and issue tracking.
| When a user emails helpdesk@canisius.edu, they will now receive an automatic response within minutes providing them a confirmation that their email was received, along with a tracking number. |  |
| If ITS needs additional information from you, you'll receive a response asking for more detail. Simply reply to this message with the requested information, and the information will be routed to the team assigned to your issue. |  |
| When ITS has a solution to your issue, you'll receive a message including the proposed solution. If this resolves the issue, you don't need to do anything further. If this does not solve your problem, please don't hesitate to send a reply back indicating that the problem has not been resolved, and it will be automatically routed to the team assigned your issue. |  |
| Once the ticket has been closed, you will receive a summary email including your initial email, the final proposed solution, and a link to the Help Desk Satisfaction Survey. We ask that you please complete this so that we can continue to improve the service provided to the campus community. |
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