Page Comparison

LTS uses several systems to provide users with multiple ways of requesting and receiving help.has _many_ methods for users to contact us and request help:

• Web-based Chat Service: lehigh.edu/ltschat
• Email: helpdesk@lehigh.edu
• Text:  610-616-5910
• Telephone:  610-758-4357 (8-HELP) -- (Hours)
• In-Person:  EWFM Walk-up -- (Hours)
• Web-Based Ticketing System: Jira Service DeskThis is basically LTS's To-Do list. 

• • Whenever you submit a request,
email notifications are automatically sent to your college or stem's entire support team, including the team leader.
• The system sends emails to all parties connected to any ticket, and each email contains links to the user interface to the live system.
• You can always go back and check the status of your tickets.
• LTS staff work to respond to each ticket within a business day to advise you of what they can do to help, and usually work to arrange a meeting, either in-person or online.
• Try to submit individual tickets for individual issues, rather than a list.
• There are never charges to your department or Banner index unless you specifically authorize it.
• Be aware that LTS Client Services Staff continuously work to serve the whole university, and are a finite resource.
• Written guides for specific research areas:  Library Research Guides
• Web-based Chat Service:  Live Chat
• Send a free-form Email directly to the Help Desk 
• Text:  610-616-5910
• Telephone:  610-758-4357 (8-HELP) -- (Hours)
In-Person:  EWFM Walk-up -- (Hours)
• • LTS staff review your issue in minutes and start the process to resolution. 
  • The ticketing system emails multiple LTS staff members simultaneously.
  • You'll get a copy of the ticket/issue in your inbox and can reply to the email to communicate with LTS. 
  • The system holds all info relevant to the work on a particular issue, and can be referred to for future issues.
• Stepwise guides for a number of research processes:  Library Research Guides

All requests for assistance are tracked to help LTS learn about our users' needs, and to help us improve performance, reliability and relevance of LTS systems and services.  Requests are received first by the HelpDesk team, and escalated to Consultants or system administrators as needed.  If your request is referred to a Consultant, you'll need to work with them to make an appointment to meet (in-person or virtual) and discuss or work on the issue.  When communicating your needs, it's important to be as specific as possible about exactly what machine or system you're having trouble with.