IT - Chat Support: Joy & Live Agents


Overview

Table of Contents

 

How to Get Chat Support: Joy and Live Agents at Michigan Medicine

Ready to chat with the HITS Help Desk? Access Chat Support from the bottom right corner of your screen in the IT Help Center.

The IT home page in the Michigan Medicine Help Center. Find the Chat Support button in the bottom right corner of the page.

Chat Support provides assistance with IT issues through two main channels: Joy, our Virtual Agent available 24/7, and Live Agents from the HITS Service Desk, who offer more specialized help during business hours.

Accessing Chat Support

You can access IT Chat Support from the bottom corner of your screen in the IT Help Center (help.med.umich.edu/it)

Directions Screenshot

1. Select the Chat icon. 

2. Enter your inquiry or request.

3. To chat or call a live agent, select the three dots in the corner of the chat.

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Chat Options

Joy: 24/7 Chat Support

Joy is a virtual agent available around the clock to assist with general inquiries and ticket status checks. It offers top availability to ensure you receive support whenever you need it.

 

Live Agents: Specialized IT Assistance

Service Details How to Prepare

Hours

Live Agents are available for more in-depth IT support:

Monday – Friday

8 AM – 4 PM

Services Provided
  • Assistance with clinical issues (Note: HIPAA information should not be shared via chat).
  • Various IT problems (excluding BitLocker issues)
  • Response times vary based on the complexity of the issue.

Find an Agent

Access through the IT Help Center. Be sure to select the Chat icon on the bottom, right corner of the screen.

Information to Have Ready

To ensure Joy or a live agent can assist you efficiently, please have the following information prepared:

    1. Account Assistance: UMID, date of birth, and access to an external email, phone number, or pager. If you don't have this information, a manager can assist you.
    2. Screenshots and Error Messages: Provide screenshots or note any error messages you've encountered.
    3. Steps to Replicate the Issue: Be ready to describe the steps you've taken that led to the problem.
    4. Device Information: Know the device name of your computer (or the serial number if it's a Mac). For Windows devices, you can find the device name by following these steps. Is the device on-site or off-site.
      • If on-site: Provide the building name (where you report to) and room number.
      • If off-site: Provide your department’s on-site building (e.g., UH/Mott/NCRC 200).
    5. Contact Information: Ensure you provide a method of contact where you can be reached, such as an email address or phone number.