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Tips for Contacting the Computing Science Helpdesk
- Check our FAQs and support information here first, and please ensure you follow the guidelines on our best practices page.
- When contacting the helpdesk, please send the email from your SFU account so it does not end up being discarded.
- Only email the helpdesk for CMPT related technical issues, NOT for questions about coursework or assignments.
What Happens When I Contact the Helpdesk?
We use TeamDynamix ticketing system to manage inquiries to the helpdesk. The system is regularly monitored by members of the CMPT technical support team. We strive to respond to your ticket within one hour during our regular business hours.
You will receive an automated response to your email. If you'd like to update your request, reply to this email with the same subject line (if you don't include the same subject line in future email, new tickets will be created that won't be associated with your original email/ticket).
No Response from the Helpdesk - What Now?
If you don't receive a response within a reasonable amount of time, you can reply to the automated response you received. This sends a reminder to the technical support team.
If you feel your inquiry did not receive proper attention, please contact one of our department managers.
I Work in a CMPT Research Lab - Will the Helpdesk Assist Me?
When you send an email to the helpdesk, be sure to add your research lab's acronym to the subject line.
eg: Subject: CMPT-AAA: Need New Software
The RT System will assign the ticket to the appropriate technical personnel without delay.
Should I Contact Other Tech Support Groups?
If you know certain issues should be taken care by another party e.g. RCG (Research Computing Group), please indicate this in your message, and we will contact them on your behalf. Please do not contact them directly.
Please see the guidelines on our best practices page, for helpful tips in contacting the Helpdesk.
Last updated @ 2023.07.27