Digital Learning Environment - New Support Email and Ticketing System 11/11/22
Posted: 2022-11-08 11:28:46 Expiration: 2022-11-22 11:28:46
The Digital Learning Environment (DLE) team at the University of Wisconsin System Administration is moving to a new support ticketing system late on Friday, 11/11/22. Users with Canvas or Kaltura support requests for the Digital Learning Environment team should use the new email address: dlesupport@support.wisconsin.edu.
Users can immediately begin using the new support intake email address: dlesupport@support.wisconsin.edu. The previous email addresses for submitting tickets (dlesupport@wisconsin.edu and helpdesk@uwss.wisconsin.edu) will forward to the new ticketing system starting late in the day on Friday, 11/11/22. Email support requests will continue to forward to the new ticketing system for a few months, before being discontinued.
The Digital Learning Environment team will be manually transferring currently-open tickets to the new ticketing system over the course of this week. Users with open tickets will receive an automated email with a new ticket number. From that point forward, users should reply to messages from the new ticketing system rather than the old one.
Users submitting new tickets will notice that the automated email messages from the new ticketing system are formatted a bit differently than the messages from the old ticketing system, and they will come from a new "@support.wisconsin.edu" email address. Other than that, they should work largely the same as the messages from the previous ticketing system.
These changes only impact tickets submitted directly to the Digital Learning Environment team at UWSA. They have no impact on users reaching out directly to DLE vendors for support.
For more information, see the How to get support for Canvas, Kaltura, or Zoom guide.
-- UWSA DLE: Thomas Arendalkowski