What is a tech support request and fulfillment website?

TechSupport.eiu.edu is a website to request technical support and monitor previous requests.

EIU uses the website techsupport.eiu.edu to log all tech support requests that come from our various channels – email, live chat, walk-ins, hall calls, and phone calls. This ensures that no request falls between the cracks while providing a single, consistent process for the EIU community to make those requests. Using a Tech Support Request and Fulfillment website improves organization, allows prioritization, and also provides important metrics to improve the customer experience such as number of requests, channels that requests arrive, and the time it takes a request to reach resolution.

The system provides greater transparency to the technical support request process. Technicians can log details about the request as they work to address it so the information is complete and in one location that can be easily be transferred between technicians and departments. Individuals that have made a request can log into the system from a requester perspective to see its status at any point or add details about the request.