New HelpDesk Process Coming in January 2023

Have you ever wished you could track your HelpDesk request and check on the status to know when your request will be addressed? Starting Jan. 9, 2023, the Alexandria City Public Schools (ACPS) Department of Technology Services will launch a new HelpDesk software program that will enable staff to input and track requests in real-time, view devices assigned to them and find answers to frequently asked questions in addition to other features.

Staff will be able to log into the new HelpDesk system using their ACPS Google credentials and submit a ticket to the tech services team for assistance instead of sending an email.

This soon-to-be-launched ACPS HelpDesk software program will efficiently streamline the ticketing process, assist with improved communication between staff and the Technology Services team, increase reporting capabilities and provide resolutions to staff more efficiently. Staff will be able to communicate with the Tech Services team directly through the platform and actively track the progress of their tickets. The new software program will greatly reduce response time and positively enhance the technology request process. Advanced features include giving staff the ability to submit tickets on behalf of other users in the event they are experiencing technical difficulties.

More information and detailed step-by-step instructions will be shared via Insider after Winter Break.