What's UP with 4HELP?

What is 4HELP?

4HELP is a rebrand of the LCSC ITS Helpdesk website and point of contact. We had 3 email addresses, 2 helpdesk systems, and 6 team members. Getting ahold of us took some time. 4HELP shortened the email and the time it takes to get in touch with a technician.

Why is the LCSC ITS Helpdesk now the 4HELP Self-Service Portal?

We want to help limit as much down time as possible. We wanted to put the power in your hands to resolve quick fix issues and find trainings, how-to documents, and other tools all in one place. The Self-Service Portal's Learning Center is a collaboration between IT, Curriculum, and fellow LCSC staff. IT couldn't take all the credit.

I like the new logo, but why is the E broken up?

The three tiers in the E represent the three tiers of IT support. Tier 1 are our Media Specialists or Media Center IAs. Tier two are our LIS, LJHS, and LHS "Student Helpdesk" technicians. Tier three are our Senior Support Specialists.

What is the new email address? I'm used to helpdesk@lcsc.k12.in.us, it_email_group@lcsc.k12.in.us, or its-group@lcsc.k12.in.us.

Easy. Our new singular email is 4help@lcsc.k12.in.us. We send outage alerts and important information from this address as well. The best way to get help though is to put in a ticket on the Unified Helpdesk. Please retire the old email addresses.

I've been replying to emails from unifiedhelpdesk@lcsc.k12.in.us about my ticket. Can I just email you there?

No, this is a unmonitored mailbox that feeds directly into our helpdesk software. If you email us here without a ticket, we will never see your message.

There is a lot of stuff on the Self-Service Portal, can I search for what I am looking for?

Yes you can! There is now a magnifying glass icon on the far right of the top navigation bar. Click on that and search away!

Wait, why are there are still two helpdesk systems if you moved our technology tickets to One-to-One Plus?

MasterLibrary WorkOrders, our previous Technology helpdesk software, was always designed to be for facilities management. It wasn't fitting the needs of the Technology Department and many technology tickets were getting misrouted as Maintenance tickets, which would delay resolve time. One-to-One Plus, our existing Student helpdesk software, better fit our needs for asset management and ticket routing while offering more features.

You just mentioned One-to-One Plus, but you told us the new helpdesk was the Unified Helpdesk?

Correct. Our old bookmark for One-to-One Plus was listed as Student Helpdesk. Now that we brought student and staff technology together in one place, we saw Unified Helpdesk was more fitting. For students, the bookmark still says Student Helpdesk, for staff it says Unified Helpdesk (and why we have a second email address for ticket communication.)

I put in a ticket and got an email back immediately with a link to a Learning Center article. Did my ticket go through?

It absolutely did! The Unified Helpdesk allows us to send automatic responses based on the type of ticket you submit (this is why there are more types and categories to choose from than the old helpdesk.) A technician will still reach out to you, but sometimes an issue fix may be as simple as putting a paperclip in a hole (we mean this literally for Windows laptop users) and a how-to guide link gets you back in motion faster.