ET&S Moves USNH Campuses to Single Help Desk Ticketing System

In mid-August 2020, Enterprise Technology & Services (ET&S) moved all technology help desks from Granite State College (GSC), Keene State College (KSC), Plymouth State University (PSU) and the University of New Hampshire (UNH), UNH Law and UNH Manchester to a single ticketing system. Prior to this move, only the UNH campuses used the same platform, while GSC, KSC and PSU all had their own. ET&S chose TeamDynamix as its ticketing platform. 

The first phase of this project delivered: 

• A unified service management platform and practice to facilitate service and incident tracking and routing
• Support request forms and a knowledge base branded appropriately for PSU and KSC
• The retirement of previous ticketing systems 

All USNH institutions are now able to share helpdesk tracking and routing data to help identify and establish trends, which leads to a quicker resolution of incidents and problems.