IT Help is the IT Service Desk's chat app in Microsoft Teams. Ask it an IT question and it answers from the IT Help Center. When you need a person, it connects you to a Service Desk agent in the same chat.
You are already signed in through Teams, so there is no separate sign-in. The agent can see who you are.
Find IT Help
- Teams desktop or web: look for IT Help in the bar on the left side of Teams. If you don't see it, select Apps, then Added by your org, and open IT Help.
- Teams mobile app: look for IT Help in the bar at the bottom of the screen, or tap More.
- Just added and you can't see it? Quit Teams completely and open it again. In Windows, right-click the Teams icon in the taskbar and select Quit. Closing the window is not enough.
Ask a question
- Open IT Help and type your question as you would ask a person, for example How do I reset my password? or How do I reboot Citrix?
- IT Help answers with steps from the IT Help Center, and a Source link to the full article.
- Under each answer, Was this helpful? asks you to choose Yes or No.
- Yes: ask another question whenever you like.
- No: ask your question a different way, or choose Talk to a human to reach a Service Desk agent.
Talk to a Service Desk agent
- To reach a person, choose Talk to a human, or type that you want to talk to someone.
- If you ask for a person before asking a question, IT Help first asks what you need help with and tries to answer it. If the answer doesn't solve it, choose Talk to a human to connect.
- While you wait, IT Help tells you how many chats are ahead of you.
- If you wait for a while, IT Help asks whether you want to Keep waiting or End chat.
- When an agent joins, IT Help tells you, and from then on you are chatting with that person.
Agents are available Monday to Friday, 7am to 5pm Pacific, except holidays.
Send a screenshot or photo
You can send a screenshot or a photo of an error message, for example by pasting a screenshot or taking a photo with the Teams mobile app.
- Photos and screenshots only: JPG, PNG or HEIC, up to 10 MB each. Other files, such as documents or videos, are not sent.
- IT Help can't read pictures itself. A picture you send is kept with the chat, and the agent sees it if you ask for a person.
- Every picture is checked for security before the agent can open it.
Outside business hours
IT Help still answers questions outside business hours, but no agent is available to chat.
- Submit a ticket with the ticket form, and the Service Desk will pick it up when they are back.
- For an urgent after-hours problem, use the IT After Hours Emergency Support form.
When a chat ends
- A chat with IT Help closes after 10 minutes without a message from you.
- With an agent, if you go quiet for 5 minutes, IT Help asks whether you're still there. The chat closes 2 minutes later if you don't reply.
- When a chat closes, IT Help says This chat has ended. Send another message at any time to start a new one.
If IT Help isn't working
If IT Help says chat is temporarily unavailable, or you get no reply, use one of the other support options on the Full-Time Ayin Employee (support options) page, such as a ticket or the phone. When chat is unavailable, the chat on the IT Help Center website is usually unavailable too.