If you need technology help, submitting a ticket through the SUNY Empire ticketing system is the quickest way to solve the issue.
Just follow the steps below.
Getting Started
1. Go to help.sunyempire.edu. Sign in if you don't see your name in the upper right hand corner. Login using your SUNY Empire email address and password.
Bonus tip: You can also find the Service Desk hours, contact information, and system status at SUNY Empire
2. Next press the button that says "Submit a ticket"
3. Starting from the top you will see a number of fields to fill out. Most are self-explanatory, but here is a few that might be useful to go over
Preferred Contact Method: How you would like to be contacted in regards to your incident. By default, email is preferred.
Do you have access to your SUNY Empire Outlook email account? This is really important if we cannot reach you via your SUNY Empire email. Having an alternative email is useful
Subject: This is just like the subject line for an email. Being descriptive here is helpful in identifying your ticket. Keep it short but descriptive.
Description: This is the body of the ticket. Add as much detail as you can to this section. Remember the who, what, where, and when are good details to add
- "Who" are the people that are being affected by this incident.
- "What" is situation that is occurring. Any troubleshooting steps you've taken will be useful here. You can also include error messages here
This allows us to get to resolving your incident much quicker and it allows faster support and resolution, as it reduces time spent going back and forth with questions.
- If this is for a Course, adding things like the full Course name such as 2024FA FOOD 1010 01 "the Science of Cooking" is much better than "my cooking class".
- "Where" includes are you at home, in the office, working from a convention center when this happening.
- "When" did this start happening, or occurring. If it is only when you first start your day, or is all the time.
Attachments: the saying goes "A picture is worth a thousand words". Adding screen shots of error messages are useful as well.
4. Check it over. Read over your description again. Does it paint a picture for somebody to understand the incident you are experiencing.
5. Press Submit. You will get an email confirmation sent to your school email
Afterwards
You can sign back into the Service Desk page and click on View My Tickets to see your ticket
You can either respond here, or you can simply reply to the email you receive about the ticket.