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Many users are more comfortable with using email to contact ITS to request services or report incidents.
helpdesk@ccbcmd.edu allows users unfamiliar with our department to request services or support.

This article outlines the procedures and best practices for monitoring and handling phone interactions in a helpdesk environment

This article provides a reference guide for understanding how tickets appear in the TDX User Support Dashboard, what each dashboard category means, and how tickets move between them.

This Article reinforces consistent ticket handling, contact, and documentation practices across the User Support team.

This article outlines the core performance metrics reviewed during individual technician meetings