Need Help? Fill Out a TSS Help Desk Ticket – Here’s How!

March 9, 2015 by Leave a Comment

Screen Shot 2015-03-09 at 4.40.27 PM

Just a reminder, that there are several ways to find the new link for filling out a TSS Help Desk ticket. You will need your Shoreline user name and password in order to log in and generate a ticket.

Outlined below, are the avenues used to create a ticket immediately and have it added to the TSS’s help desk queue:
*The most direct way is to type help.shoreline.edu in the address bar of any web browser.
* From the SCC homepage type shoreline.edu/tss in the address bar and you will see the link:

TSS Help Desk
* From the INTRANET – Click on the tss link, then click “Contact Us”, and you will see the link for help.shoreline.edu
* From your school email account, send an email message to: tss@shoreline.edu This will create a TSS Help Desk ticket. Please provide as much detail as possible about your issue.

If you feel the need to make a phone call to the help line (206-546-5872) and you reach voicemail (as we are on the line, away from our office or during evening hours) please provide detailed information in order to help us expedite your request:
1) Give us your first and last name
2) Contact phone number
3) What room this issue is taking place in
4) A detailed account of your issue.

We are working hard to provide our services quickly and efficiently to the SCC community.
Thank you!
SCC Technology Support Services – Team

Filed Under: TSS Tagged With:

Technology Support Services Introduces a New “Help Desk” System Called Zendesk

January 30, 2015 by Leave a Comment

In an effort to support the goals of SCC through facilitating innovation, growth and ease of use, we are excited to introduce a more streamlined way to request help from the Technology Service Support (TSS) Department.

It is called “ZENDESK.”

Many of you are already beginning to use this program and we are excited with the results.

In your internet browser, go to http://help.shoreline.edu. This will bring you to the log in screen that looks like this image below:

Screen Shot 2015-01-30 at 4.44.04 PM

Just sign in with your shoreline.edu email address and password. You will come to a screen where you can submit a request in a format that looks like the one below:

Screen Shot 2015-01-30 at 4.46.26 PM

This portal will keep you abreast of the status of your ticket, will enable our technicians to request additional information if necessary and will allow TSS staff to collaborate more efficiently to resolve your requests or issues. It will also give the TSS department a way to track and report on metrics and trends to allow us to be proactive and improve on the high level of customer service we already provide.

Implementing this system is currently still in development but it is our hope that this system will be a more helpful and efficient way to service the needs of Shoreline Community College as well as enable us to streamline our work flow.

You may begin using the new Zendesk system for all your technology needs as the old Work Order system is being retired.   The email address for Zendesk is: support@shoreline.zendesk.com

The Helpline Phone number at 206-546-5872 will still be in service, but we encourage you to please submit a ticket and refer to that ticket when calling the Helpline number.

Any questions? Please don’t hesitate to ask.

Thanks, Your Technology Support Services Team

Filed Under: Announcements, TSS Tagged With: , , ,