To better serve our community across several time zones and cities, we are using a Help Desk ticket tracking service.
It is a 3rd party service not tied to our servers. In case of catastrophic failure on our systems, we still have a way to communicate. It also makes sure no one falls between the cracks.
One can simply email us for questions or support at support@hucassist.freshdesk.com
One does NOT need to login to start a ticket, just email us. But to have a better experience, please login to our portal page to gain access to ticket tracking and IT Help articles.
Web page portal https://hucassist.freshdesk.com or http://support.huc.edu
Login by creating a Freshdesk login or use your existing Gmail, Twitter, or Facebook Account.
This allows HUC users who forgot their password to login and for us to confirm you are who you say you are.
Occasionally, we get the hacker pretending to be someone so they can login to our system.
It asks what you need help with and how to contact you. Please fill in as much info as you can, like what campus you are affiliated with, what operating system you are on, and other information we need to help you quickly.
Having a 3rd party authentication gives us a level of security when helping a large community. This is helpful for password resets. Once we change your password, we have no way of contacting you. Please check your junk mail filter or white list the support@hucassist.freshdesk.com email address.
You will get a return email to notify you that we have received your request. Based on the keywords in your request the service will include any helpful how-to articles. For example, if you are having trouble with accessing JSP it will forward the top trouble shooting tips on getting in. This is very helpful when you are stuck on a problem on a Sunday.
We are currently adding to our FAQ or Frequently Asked Questions section. To access it you have to login using your Facebook, Gmail, Twitter, or Freshdesk account. We do this to weed out the bad actors.
If you are logged in, one can track and see all updates on your case. This is extremely helpful for us because more than one agent can help in solving your issue without asking all the same questions over and over again.