Expert Help
Help Desk Service
The HelpDesk is available 363 days a year (see hours posted below) at (502)852-7997
or email the helpdesk. Do you need help quickly? Please use our Live Online Support button (on the right) and receive the help you're looking for in just minutes.
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)
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 helpdesk@louisville.edu. 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.
