SUM’s staff is dedicated to providing excellent student services. Our help desk is the portal to our student services experiences. Students can get answers to personal questions not covered in our articles by submitting a help ticket.
SUM’s Help Desk provides resources for students, staff, faculty and guests.
There are several helpful tools such as our library of help articles and our interactive chatbot. Sometimes these tools are not enough or do not address the specific details of the situation. In that case a help ticket can be submitted.
Tickets can be submitted through the help desk “Submit a Ticket” button or by interacting with our chatbot. All tickets are immediately delivered to our staff.
Students can expect to see activity on their ticket in 24-48 hours during normal business hours.
The “Support Center” provides real time updates on the progress of tickets for sum students, staff and faculty. It also provides a chat feature between the student and SUM staff to ask questions, provide additional information and add progress notes on the ticket. Visit the Support Center after submitting a ticket to watch for answers and resolutions. Keep in mind that the support center can only be accessed using an SUM email address.
Once a ticket has been resolved you will receive a survey asking if the issue has been resolved and requesting to close the ticket. If the issue is still outstanding, we will reopen the ticket. This system helps us keep all of your information regarding the issue in one place, allows you to track the progress of your requests and more importantly assures that our team gets you a prompt resolution to your issue.
You can watch a video demonstrating how to submit a help ticket here.