Wake Forest University

Enhancing support to meet the unique and extended needs of our campus community

Throughout the course of the pandemic, we have worked with faculty to understand their needs and identify the best solutions for teaching remotely. We have enhanced our online support and internal processes to better respond to the new and unique remote needs of our campus community. 

With our online help portal and ticketing system, AskDeac, we are able to respond to the increased volume of tickets via computer or mobile device. AskDeac provides a platform for WFU faculty, students, staff, and guests to:

  • Submit tickets with an easy-to-use interface
  • Use forms for Common Requests, with just a small amount of information and a click
  • View Solution Articles
  • View the status of a ticket
  • Live Chat Service Desk representatives
  • Correspond with Service Desk representatives through both emails and logging into the Help Portal

Aligning our Service Desk support to meet the changing needs of our campus, has enabled remote teaching, learning,and working to continue in spite of the challenges presented by COVID-19. JL Bolt, from WFU Facilities, made 4 mobile panels for the Service Desk using repurposed wood from old beds in the residence halls. The plexiglass panels have an 8 inch opening at the bottom to allow Service Desk team members to work with customers on their computer or device. In addition to the installation of these panels, the Service Desk is limiting the number of guests permitted inside the Service Desk area, requiring guests to wear masks, having one way in and one way out, and employing social distancing measures with markers on the floor in an effort to stay as safe as possible when students, faculty, and staff visit the Service Desk for tech assistance. 

We recognize the extended hours many of our faculty and staff are working and are committed to supporting ever changing University operations. Beginning this semester, we will be extending our hours of support until 9 PM Monday through Friday. During these extended hours, a Service Desk Analyst will be able to assist you by live chat, email, and AskDeac regarding account issues, Canvas questions, connectivity troubleshooting, and more. 

The IS website has also been updated to work in parallel with AskDeac for easy access to IT services, help resources, current announcements, and alerts. 

We appreciate the efforts and patience demonstrated by our campus community to support remote teaching, working, and learning. We are confident in the collective effort to sustain academic continuity throughout the course of the pandemic.