HelpDesk Resources

HelpDesk Call in and Email Service

 

The HelpDesk provides support to the entire University of Louisville community: faculty, staff and students.  If you need assistance with accessing your university accounts, unlocking your password, accessing wireless or more, please let know.

Call us at 502-852-7997

Send us an email

Don't forget to send an alternate email address, user id, full name, and phone number if you're having a problem with your password or your email account.

Or use LiveChat

 

Bomgar is a screen sharing tool used by the HelpDesk.
If instructed by HelpDesk staff click here to start a Bomgar session.

If instructed by HelpDesk staff click here to collect information for missing drives.

 

HelpDesk Hours

  • Monday thru Thursday: 6am - 10pm
  • Friday: 6am - 5pm
  • Saturday: 7am - 5pm
  • Sunday: 10am - 10pm
  • University Holidays 7am - 5pm
  • Thanksgiving Day: Closed
  • Christmas Day: Closed

If you have an emergency during off hours, call the HelpDesk to be transferred to an on-call technician, or leave your request on voicemail. Your call will be returned the next day starting at 6 a.m. UNLESS you specify a time.

HelpDesk Expert Automation Tool (HEAT)

To enter or view a trouble ticket, go to the HEAT system.

The HelpDesk Expert Automation Tool (HEAT) database provides detailed information and tracking for service issues. Access to HEAT requires that an account be set up for you on the system. If you do not have an account, or have forgotten your HEAT password (not your ULink password), please send email to the HelpDesk. HEAT allows you to request a new password, view your issue ticket history, read issue notes, check ticket by reference id number, submit a new issue, edit any submitted issues, search the knowledge base, and look up HelpDesk contact information. To enter or view a HEAT ticket for customers you will simply need your user id. If you need help entering a HEAT ticket we have created "HEAT Help" that will walk you through the process.