General - How does writing to help the IT team?

Ever wondered why when you send an email to your favorite IT support professional it often gets forwarded into the "official" request tracking system? This article will help you understand how sending to the shared support email will help both you and your support team.
When sending directly to someone, it only gets read by one person when that person is available to read their email. When sending to the email address, it is read by multiple people which means we can see an urgent issue much faster.

The email goes into our "request tracking" system. We document the progress of your question or issue in the system. This allows us to easily hand it off to someone else in case of vacation, sickness - or in case we need to get someone with more knowledge involved.

We also are able to see the requests we have received in one clear place. They are separate from emails in our inbox - that allows us to be focused on solving issues and answering questions for people without having to hunt for them in a myriad of emails.

Keywordstech support, ATS, Admin IT, email help   Doc ID105874
OwnerJoshua H.GroupAnswers @ ACES
Created2020-09-16 12:11:00Updated2023-06-05 09:40:45
SitesUniversity of Illinois - College of ACES
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