Help Us Help You — Submit Smart!
Technology plays a critical role in teaching, assessment, and student engagement across the School of Medicine. Whether you're building content in Canvas LMS, administering exams through ExamSoft, managing course syllabi with Simple Syllabus, or using other academic technologies, timely technical support helps keep courses and educational activities running smoothly.
When technical issues occur, the information you provide in your Help Desk ticket can significantly impact how quickly your issue is resolved. Submitting a detailed, well-documented request allows support teams to identify the problem, route the ticket appropriately, and begin troubleshooting without unnecessary delays.
Faculty and staff can submit a Help Desk ticket through the UMMC Self-Service Portal at https://ummc-amc.ivanticloud.com/. The portal allows users to create new tickets, track the status of existing requests, browse available services, and search Knowledge Base articles for self-service solutions. Tickets can also be submitted by emailing helpdesk@umc.edu, which automatically generates a support request, or by calling the Help Desk at 601-984-1145 for direct assistance from a support representative.
When submitting a ticket, it is important to clearly describe the issue you are experiencing. Include the name of the application involved, such as Canvas, ExamSoft, Simple Syllabus, or Nearpod, and explain the task you were performing when the problem occurred. Providing context helps support staff understand the situation and identify potential causes more quickly.
Including key technical details can further streamline the resolution process. Be sure to identify the device being used, whether it is a UMMC-issued laptop, desktop computer, tablet, or personal device. Information about your operating system, browser, and location can also be valuable, particularly when troubleshooting connectivity or application access issues. If you are using UMMC-provided equipment, include the inventory number located on the asset sticker whenever possible.
Screenshots are often one of the most helpful pieces of information you can provide. A clear image of an error message, login screen, application failure, or unexpected behavior can help support teams quickly diagnose issues that may otherwise require additional follow-up communication. If you receive an error message, copy the exact wording into the ticket or attach a screenshot. If the behavior results from several steps in a process, a recording of the process is helpful, as well. Before submitting screenshots or videos, please ensure that no protected health information, student records, or other sensitive information is visible.
To avoid delays, always include at least two methods of contact in your request, such as your UMMC email address and a direct phone number. This allows support personnel to reach you promptly if additional information is needed or if troubleshooting requires direct communication.
After a ticket is submitted, the Help Desk team will review the request and determine the most appropriate course of action. Many issues can be resolved during the initial support interaction, while others may require escalation to specialized teams with expertise in instructional technologies and academic systems. Regardless of complexity, every ticket is routed to the appropriate support group to ensure that faculty and staff receive assistance from the individuals best equipped to address the issue.
Faculty and staff are also encouraged to take advantage of PasswordHub at https://passwordhub.umc.edu/. PasswordHub provides a centralized and secure solution for password-related services, including password resets, account unlocks, and credential management. Enrolling in PasswordHub before an issue occurs can help reduce downtime and provide a faster path to regaining account access.
By providing detailed information, screenshots, device details, and reliable contact information, School of Medicine faculty and staff can help ensure faster resolution of technical issues and minimize disruptions to teaching, learning, and assessment activities.
Help Us Help You. Submit Smart, Include Details, and Keep Teaching Without Interruption.