Numara FootPrints

Our new Help Desk software, Numara FootPrints, enables users to log and check progress of their support requests directly online at https://numara.gold.ac.uk.  Alternatively jobs can be logged in the system by emailing helpdesk@gold.ac.uk.

All email sent to this account will now automatically create a job request in FootPrints. Please do not use this account for anything else!

FootPrints will help us to improve our technical support by prioritising requests and automatically escalating those which haven’t been dealt with. This will assist us in maintaining our Service Level Description - Help Desk [pdf].

FootPrints is very easy to use. Just log in using your Goldsmiths account details and follow the on screen instructions.

IT Services Resolution Rates

FootPrints enables us to report on statistics which measure the responsiveness of the services that we provide:

FootPrints Knowledgebase

The FootPrints Knowledge Base is now online. Log in to FootPrints and check if there is already an answer to your query before you submit it.

Future Plans

Estates & Facilities are planning to go live with FootPrints during the 2011-12 session.

FootPrints Testimonial from other Universities

 “Here at Roehampton we implemented Numara FootPrints as our service management solution across IT, Facilities Management and Library Services. We have had excellent feedback from our customers due to the fact that they can now interact with us with ease 24/7, they can keep track of their requests and find that the flow of information is much improved. Our customers find FootPrints convenient and easy to use and it has become so popular that other departments are all looking to set up a FootPrints portal.”

Toby Beehan
IT Operations Manager
Roehampton University

Feedback

We hope that you enjoy the benefits of FootPrints and would love to hear from you with any feedback or suggestions for things you would like to see.