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Submitting a Ticket to ITS

Submitting a Ticket to ITS

Students, staff, faculty, and prospective students can submit requests to the ITS Technology Support Center for assistance resolving IT issues. All requests can be submitted via email at techsupport@uconn.edu. However, some requests can be resolved quicker if they are submitted via the web portal as they will automatically route to the correct team.

Tickets can be submitted to ITS at techsupport@uconn.edu. A technician will review your ticket and route it to the appropriate team if it cannot be handled right away. After your email is sent, you will receive a confirmation email that the ticket was created, along with your ticket number (formatted ISD-******).

This is an automated message confirming that ITS has received your request. A support ticket has been created, and a technician will contact you shortly by email to assist you. All correspondence will be added to your ticket.

Only active UConn students, staff, and faculty can submit requests via the web portal.

  1. Navigate to techsupport.uconn.edu.

  2. Select Support Requests, and enter your UConn email address. If prompted, click Continue with Atlassian account.

  3. Start your support experience by seeing if there is already an article that outlines a solution for you. Use the magnifying glass to search for articles.

    create new request or search articles

  4. If you cannot find an article, you can can create a new support request. Select the appropriate category. If your issue does not fit within any listed categories, select General Help.

    create general request

  5. In the form that appears, you can explain the issue you are facing. Be sure to provide as much detailed and relevant information as possible to expedite your support.

  6. When you are done, press Send.

  7. A few minutes after you submit your request, you will receive an email confirmation of the creation of your support ticket. All communication from IT support will occur through this email thread.

    This is an automated message confirming that ITS has received your request. A support ticket has been created, and a technician will contact you shortly by email to assist you. All correspondence will be added to your ticket.

Tips to expedite ticket resolution

By including extra information in your ticket, IT support staff can better support you. Consider including the following information when submitting requests:

Account issues

  • NetID (if known)

  • UConn email (if known)

  • Exact wording of the error message you receive

  • Screenshot of the error that does NOT include personally identifiable information

  • Do NOT include: NetID password, date of birth, SSN

Device issues

  • Device name (serial number, service tag, etc.)

  • Make and model (e.g. Apple MacBook Air 15”)

  • Operating system version (Windows 11, macOS Tahoe, etc.)

  • Exact wording of the error message you receive

  • Date and time the error began

  • Screenshot of the error, if applicable

  • Do NOT include: Device password/PIN

Network issues

  • Device type experiencing issues (phone, game console, laptop, etc.)

  • Date and time issue began

  • Exact location on campus issue occurs (building and room number)

  • Is the issue specific to a device, a location, or a website?

  • Are other people reporting this issue or is it just you?

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