About Us & Support

Can I use email to reply to a ticket?

Email Integration with Support Tickets Yes! Email integration is one of the most convenient ways to manage your support tickets. How Email Integration Works • Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically v...

I don't find my answer in the knowledge base, what should I do?

Did you try to search using different search terms? If yes, then you should create a new ticket.

I submitted a ticket, why haven't I received a response?

As you know, the easiest way to submit an IT Help Request is to send an email to help@northwestu.edu – especially when email apps like Outlook suggest recent email addresses when you start to type “help” in the To field. Our new Help Requests system uses custom email addresses for notification m...

What personal information are you tracking?

Privacy is important to you and to us. When you submit a ticket through our helpdesk, we just keep your name and email address and question you asked in our database. Nothing more unless you share it yourself during an interaction with us.

When can I expect an answer to a Help Request?

Timely communication is important to us, and we try to respond to every IT Help Request within one business day. If you submit a request and it is urgent, meaning it needs to be addressed right away or the same day (e.g., a work-stoppage to time-sensitive issues), please help us by noting the ur...