Questions
- How do I submit a request to IT?
- What information should I include when submitting a support ticket?
- How do I respond to a follow-up question from IT?
- What happens if I don't respond to an IT ticket?
- How long does IT wait before closing an unanswered ticket?
- What should I do if I need more time to respond to IT?
Environment
This article applies to all Bowdoin faculty, staff, and students who submit requests to the IT Service Desk through the Support Portal, in person at the Tech Hub, or by phone.
Resolution
Submitting a request
Requests can be submitted online through the Service Catalog, in person at the Tech Hub in Smith Union, or by calling the Service Desk at (207) 725-3030.
When submitting a request, provide as much detail as possible, including:
- A clear description of the issue or request
- Any error messages received (exact text or a screenshot)
- Your location, if on-campus support is needed
Watch your email: All communication about your request takes place through your ticket. IT will send updates and follow-up questions to your Bowdoin email address — check it regularly after submitting a request.
Responding to requests for more information
If IT needs additional details to resolve your request, you will receive a ticket update notification by email. To respond, use one of these two methods:
- Reply directly to the email — do not start a new email thread. Replying to the original notification keeps everything attached to your existing ticket.
- Add a comment in the Support Portal — log in at support.bowdoin.edu and add a comment directly to your open ticket.
Do not CC the Service Desk email address when replying. Replies that CC servicedesk@bowdoin.edu create a separate ticket in the system, causing delays and duplicate records.
Response timeline and ticket closure
When IT is waiting for information from you, a response is required within 5–7 business days. If no response is received, the ticket will be closed according to this schedule:
| Day |
Action |
| Day 1 |
Initial request for information sent |
| Day 3 |
First reminder sent |
| Day 5 |
Final reminder sent |
| Day 7 |
Ticket closed if no response received |
If your ticket is closed due to non-response, you will receive a notification and can submit a new request if you still need assistance.
Need more time to respond?
If you need extra time to gather information or get back to IT, reply to the ticket update email and let the Service Desk know. IT is happy to accommodate requests for additional time — just reply before the 7-day window closes.
Additional Help
If you need further assistance, you have several options:
- Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
- Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
- In person: Visit the Tech Hub in Smith Union during business hours.
- Submit a ticket: Request assistance through the Service Catalog.