Introducing MySupport@UNC – Coming May 24

ISD values your feedback and is pleased to announce that ISD Assistance (the online HEAT Cloud self-service system) will be replaced by ‘MySupport@UNC’ on Wednesday, May 24 (the originally announced date was May 17), with the goal of delivering a simple, easy-to-use support solution for your IT issues and needs.

Introducing MySupport@UNC – Coming May 24 click to enlarge Stay tuned for more information about MySupport@UNC, which is coming May 24, 2017.

The benefits of MySupport@UNC include:

  • A streamlined portal with Google-like search (customized based on feedback from employees and providers)
  • Improved transparency – see who in ISD has been assigned your issue or request 
  • A robust mobile app for iOS and Android devices 
  • An improved intake process for projects

What you need to know:

  • The phone number for the ISD Service Desk is still 984-974-4357. As always, please call-in to notify ISD of any critical issues.
  • There is no action required of users. All current links to HEAT Cloud (ISD Assistance) will be automatically routed to the new MySupport@UNC system.
  • There is no mandatory training:
    • MySupport@UNC is designed to be intuitive and easy to use without training and this has been validated by our customers. 
    • However, in the next few weeks we will share links to tip sheets for those who are interested in learning more about MySupport@UNC in advance.
  • The HEAT Cloud system will remain available in view-only mode to view status of tickets entered prior to May 24, 2017.
  • The Go-Live date for MySupport@UNC is May 24, 2017, at all entities using Epic@UNC.
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