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Baldwin Wallace University

IT Support

How can I contact IT Support to report a problem, make a request or ask a question?

  • Updated

 

You can contact the BW IT Support Center to report an issue, in multiple ways. You can reach out to BW IT using any communication method you prefer and are most comfortable using.

You can reach out or create a support ticket with the IT Support Center using:

 

 

In Person

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The BW IT Support Center is located at 20 Beech Street.

Click here for directions.

 

 

Call IT Support

old telephone - TechTalks

 

You can call BW IT Support at 440.826.7000.

 

 

Send Email

You can report an issue with your BW Account or with BW Technology, make an IT Request or ask IT a question by sending an email to:

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Ask the Chat Bot

You can report an issue with your BW Account or with BW Technology, make an IT Request or ask IT a question directly from the BW IT Support Center web page. 

 

  1. Launch an internet browser
  2. Navigate to help.bw.edu
  3. Click the chat icon, mceclip1.png located in the lower-right of the IT Support Center window.
  4. Type your question in the Type a message field  
    mceclip3.png

You will receive an answer from Buzz Jacket the IT Support Center Answerbot. If Buzz does not have an answer for you, click No I still need help and a ticket will be created.

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Use the BW IT Support Center Portal

You can report an issue with your BW Account or with BW Technology, make an IT Request or ask IT a question directly from the BW IT Support Center web page. 

  1. Launch an internet browser
  2. Navigate to help.bw.edu
  3. Click the Submit a request link, located in the top menu

    The page will have a series of drop-down fields. These question boxes change depending on your selections.

  4. Use the drop-down fields to classify your issue.
  5. Type a short description of your issue in the Subject field
  6. Type a complete description of your issue in the Description field

    OPTIONAL: You can click the paper clip icon to attach a photo or example of the issue you are reporting.

  7. Click Submit

If there is an answer in the BW IT Support Center to your issue, a listing of articles will be offered. If any of the articles resolve your issue, click Yes, close my request. Otherwise, click No, I need help and a ticket will be created

 

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Send a text

You can report an issue with your BW Account or with BW Technology, make an IT Request, or ask IT a question by sending a text message to IT Support.

  1. Launch your message app on your mobile device
  2. Touch the compose new text message icon new-text-icon.png
  3. Enter 4405574044 in the To: field
  4. Type your message to IT Support in the message field
  5. Touch Send

Your IT Support Ticket will be logged and an IT Support Agent will respond back with a solution or additional questions.

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Use Twitter

You can report an issue with your BW Account or with BW Technology, make an IT Request, or ask IT a question directly through Twitter. Send a Twitter Direct Message to BW_Helpdesk.

  1. Launch Twitter
  2. Touch the Direct Message envelope icon, located in the lower right of your Twitter screen
  3. Touch the compose a Direct Message envelope icon
  4. Type BW_Helpdesk in the To: field
    BW IT HelpDesk will be displayed

  5. Type your message to us and click the send button

    NOTE: You will receive an answer immediately if we have added your question to the frequently asked questions.

    If you need additional information or your questions was not answered, type talk to a human and an IT Support Agent will be in contact with you.

All communications will stay in your Twitter DM.

zendesk-ticket-twitter.gif

 

 

Use Instagram Messenger

You can report an issue with your BW Account or with BW Technology, make an IT Request, or ask IT a question directly through Instagram Chat or Facebook Messenger. Enter BW_Helpdesk in the To field in Instagram Chat or Facebook Messenger.

  1. Launch Instagram or Facebook
  2. Touch the Messager icon, located in the lower right of your Instagram or Facebook screenFacebook Messenger introduces advertisements - AppleMagazine
  3. Touch the compose a new message icon, new-text-icon.png located in the upper-right of your messenger screen
  4. Type BW_Helpdesk in the To: field
    BW IT HelpDesk will be displayed

  5. Type your message to us and click the send button

    NOTE: You will receive an answer immediately if we have added your question to the frequently asked questions.

    If you need additional information or your questions was not answered, type talks to a human, and an IT Support Agent will be in contact with you.

All communications will stay in your Messenger App.

zendesk-add-ticket-messenger.gif

 

 

Use Facebook Messenger

You can report an issue with your BW Account or with BW Technology, make an IT Request, or ask IT a question directly through Instagram Chat or Facebook Messenger. Enter BW_Helpdesk in the To field in Instagram Chat or Facebook Messenger.

  1. Launch Instagram or Facebook
  2. Touch the Messager icon, located in the lower right of your Instagram or Facebook screenFacebook Messenger introduces advertisements - AppleMagazine
  3. Touch the compose a new message icon, new-text-icon.png located in the upper-right of your messenger screen
  4. Type BW_Helpdesk in the To: field
    BW IT HelpDesk will be displayed

  5. Type your message to us and click the send button

    NOTE: You will receive an answer immediately if we have added your question to the frequently asked questions.

    If you need additional information or your questions was not answered, type talks to a human, and an IT Support Agent will be in contact with you.

All communications will stay in your Messenger App.

zendesk-add-ticket-messenger.gif

 

 

Use WhatsApp

You can report an issue with your BW Account or with BW Technology, make an IT Request, or ask IT a question using the WhatsApp application on your mobile phone. Contact IT Support using WhatsApp will be useful if you are overseas or only have access to WiFi services on your mobile device.

  1. Launch your WhatsApp on your mobile device
  2. Touch the Chats icon
  3. Touch the compose new text message icon new-text-icon.png
  4. Enter 4408262330 in the To: field
  5. Type your message to IT Support in the message field
  6. Touch Send

Your IT Support Ticket will be logged and an IT Support Agent will respond back with a solution or additional questions.

NOTE: You may need to create a new contact for the IT Support Center if you do not have one created.

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