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title: "How to Get Help"
canonical: "https://tech.calpoly.edu/space/CPKB/2684780549/How%20to%20Get%20Help"
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> ℹ️ ***Looking for Solano Campus Support?**** **[Click here.](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2770567186)** *
ITS offers five channels of support for Students, Faculty, and Staff at Cal Poly:
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Let’s take a closer look to determine which type of help you should request.
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[Back to Top ↑](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2684780549/How+to+Get+Help#get-help-top)
## **When Should I Search Self Help for Available How-to/Instructions?**
ITS offers a wide collection of useful self-help/how-to articles available as a first reference point for the majority of campus technology needs for teaching, learning, and office workflows. It would be a best practice to check the **[Self Help](https://tech.calpoly.edu/space/CPKB)** site before submitting a general help ticket.
## **What Type of Articles Can I Expect to Find in Self Help?**
The range of support topics offered in Self Help includes (but is not limited to) the following:
- Wi-fi (eduroam & CP-IoT-Secure)
- Passwords
- Account Access
- Printing
- Software Installation
- Computer Consultation
- Classroom A/V
- Email
- Cloud Storage & Sharing (OneDrive & Sharepoint)
…and much more!
> ℹ️ **Need Self Help on the go? **
> ℹ️
> ℹ️ All Self Help articles can be accessed on your mobile phone and saved as PDFs for easy sharing or printing out.
[Back to Top ↑](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2684780549/How+to+Get+Help#get-help-top)
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[Back to Top ↑](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2684780549/How+to+Get+Help#get-help-top)
##
**When Should I Contact the Service Desk?**
The Service Desk offers **walk-in and phone support** to the Cal Poly community. Whether you're a student, emeritus, faculty, or staff member, we're here to answer your questions—or guide you to the team that can assist you.
## **What Type of Support Can I Expect?**
We operate on a **first-come, first-served** basis and aim to resolve as many issues as possible during your initial visit. While we’re trained in a broad range of university systems and services, deeper technical issues—especially those requiring a visit to your desk or workstation—are routed to the **Client Services** team for additional support.
> ℹ️ Service Desk employees are not able to provide in-person support at your workstation. For on-site assistance, requesting a [Technology Consultation](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/102) with the **Client Services** team is your best resource.
The range of support offered includes (but is not limited to) the following:
- PolyCard
- Tech Rentals
- Wifi
- Passwords
- Account access
- Software Installation
- Computer Consultation
- Email & Calendar
- Cloud Storage & Sharing
…and much more!
[Back to Top ↑](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2684780549/How+to+Get+Help#get-help-top)
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[Back to Top ↑](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2684780549/How+to+Get+Help#get-help-top)
## **When Should I Submit a General Help Ticket?**
A [General Help Ticket](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/30) should be used when your technology** **isn’t working as expected.
## **What Type of Devices/Instances Qualify for General Help?**
If your technology isn’t working as expected, let ITS provide assistance. Devices that qualify for support are either:
- State-owned Computers or peripherals
- Partner-owned Computers or peripherals
- Devices purchased from the [Recommended Computer Models](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/6127617) List
- Devices purchased from the [Recommended Computer Peripherals](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/1943732233) List
- A Conference or [Meeting Room](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/1482752003) previously [set up](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/17891452) or approved by ITS
- [ITS Supported AV Technology](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2105540637)
- [Classroom Technology](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/3473460)
> ℹ️ **Unsure if your technology qualifies? **
> ℹ️
> ℹ️ Open a [General Help](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/30) ticket and we will advise on the best next steps, even if it’s not with us!
[Back to Top ↑](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2684780549/How+to+Get+Help#get-help-top)
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## **When Should I Submit an ITS Service Request?**
If you need supplemental help to keep your work moving and get the most out of your tech.
## **What Types of Services Does ITS Provide?**
You can browse a complete glossary of available services by visiting our[ ITS Services](/page/its-services) page.
> ✅ Many of these services are offered at no or low cost to campus.
[Back to Top ↑](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2684780549/How+to+Get+Help#get-help-top)
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[Back to Top ↑](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2684780549/How+to+Get+Help#get-help-top)
## **When Should I Submit a Project Request?**
Submit a **[Project Request](https://calpoly.atlassian.net/servicedesk/customer/portal/4/create/62)** when you need technology support for new, complex, or non-standard work.
When a project request is submitted, you will receive an email where you’ll be able to view and access the request. An ITS representative will then work with you to attain further details.
## **What Can I Expect When I Request a New Project?**
An ITS project request typically involves a technology update, change or new service that requires complex planning and goes beyond the standard service and general help tickets.
> ✅ Our ITS team ensures successful project execution by coordinating resources, timelines, and communication to meet your needs
[Back to Top ↑](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2684780549/How+to+Get+Help#get-help-top)
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