July 31, 2020

New Help Desk Service and Platform

Great news, CGU IT Department is rolling out a new Help Desk Platform.

To help improve your support experience we will be moving our ticketing system to Zendesk.  Zendesk is a leading Support platform that will make it easier for you to request and track  services from our team.   You will continue to be able to reach us via phone (909-621-8174), Web From, Email and Live Chat.

As part of this transition we are also moving our overflow and off hours Support to InSource Services Group (ISG).   ISG has been a partner of CGUs in helping support our Online programs.   By partnering with ISG this will allow us to have a unified platform and partnership to support both our onground and online Students, Faculty and Staff.   The ISG team has years of experience in working with Higher Education Institutions and takes great pride in providing personalized service and taking ownership of helping solve end users issues.   You will start to work with Annie Perusek, Erica Garfiace, Kenny Wilber, Elizabeth Plumber and a few other members of the ISG team.

Here is what you should Expect:

  • A responsive team that will listen, understand your issues, solve your problem or if we cant resolve it, will escalate your issue to the right resources and track your progress to resolution.
  • A well trained and experienced team that will continuously look at how to learn and improve processes and outcomes.
  • There when you need us.  We will make sure that we increase coverage during peak times of year and you can reach us 24×7.
  • We take your privacy and security seriously.  If you need help changing our password, our team will request your name and PIN (Personal Identification Number) to verify our identity.

When will this take place?

We plan on making the transition to the new support model starting on June 5th 2020.

What do I need to do to prepare?

Nothing on your  end, the interface for support may look a little different on your end but other than that we are here and ready to help.