How Do I Request IT Support or Submit a Ticket?

If you need to contact IT for IT consultation, support, or any other reasons, submitting a ticket will get you in touch with IT Services.  This article provides users with the steps to submit a successful ticket to Information Technology Services (ITS).

Urgent Issues - Submitting via Hopper

If students or employees need urgent IT help, they should use Hopper the Virtual Service Agent to submit an urgent ticket or contact the Service Desk directly. It's recommended that the person facing the issue to submit the ticket or call themselves, rather than having someone else pass on the message.

1. visit the Technology Portal and open Hopper by clicking the black chat bubble in the bottom right corner
2. click the Submit a ticket button in the chat window
3. fill in the relevant data on the ticket submission form
4. be sure to indicate this is an urgent issue

Urgent Issues - Submitting via Phone

1. call 250-740-6300 or toll-free at 1-833-902-6301
2. provide IT the following information
   • name of caller and other relevant contacts
   • computer name if using a VIU device
   • operating system if not using a VIU device
   • detailed explanation of the issue
   • location if on campus
   • describe any troubleshooting already done
3. allow IT to briefly troubleshoot over the phone (5-15 minutes) 
4. the issue may be escalated to an appropriate team if a quick resolution isn't possible

Employee Non-Urgent Issues - Submitting a Ticket

If an employee needs IT assistance that doesn't require immediate attention, they should submit a ticket using Hopper the Virtual Support Agent, or the Technology Portal.

Submitting via Technology Portal

1. go to the Technology Portal - Make IT Request and sign in with your VIU credentials
   • the technology portal can also be found on technology.viu.ca in the right-hand "Request Help" or "Report IT Issue" section
2. fill in all the required fields
3. fill in as many optional fields as possible
4. include detailed notes of the issue and the troubleshooting steps already tried
5. attach any screenshots or relevant files
6. click Submit
    

Submitting via Hopper the Virtual Support Agent

1. visit The Technology Portal and open Hopper by clicking the black chat bubble in the bottom right corner
2. click the Submit a ticket button in the chat window
3. fill in the relevant data on the ticket submission form

Student Non-Urgent Issues

If a student requires IT assistance that doesn't need immediate attention, they can email IT for assistance or use Hopper the Virtual Support Agent to create a ticket.

Submitting via Hopper the Virtual Support Agent

1. visit The Technology Portal and open Hopper by clicking the black chat bubble in the bottom right corner
2. click the Submit a ticket button in the chat window
3. fill in the relevant data on the ticket submission form
    

Student Tech Help Email

1. type an email that includes the following information
   • name of student
   • student number
   • computer name if using a VIU device
   • operating system if not using a VIU device
   • detailed explanation of the issue
   • attach screenshots that demonstrate the issue or error
   • location if the issue on campus
   • describe the troubleshooting already done
2. send the email to StudentTechHelp@viu.ca