A new ticketing system this will be rolled out this month. The product is called KBox created by KACE, recently acquired by Dell Computers. The KBox system will for more efficient handling of service tickets, provide a strong knowledgebase of solutions and provides a comprehensive inventory system for software and equipment.
Some of the changes you will notice when the new system goes online include:
There will be two ways to open a service ticket:
Call the Tech Support Center at x5405 (419-289-5405).
Use the new online Technical Support Center customer portal link which will be provided when the system goes online
Extended phone support hours using PerceptIS Inc., a company in Cleveland
Overflow support during normal TSC business hours
8:00 pm - 12 midnight Monday - Friday
4:00 pm – 12 midnight Saturday
8:00 am – 12 midnight Sunday
Please look for updates in Ashland University News as we prepare to go live with the new system and thank you for your patience and understanding as we go through this transition.