We know getting help with technical questions is important. For most users, the best way to request assistance is to contact the ITS Help Desk. 

However, if you've previously emailed ICON Tier3 directly, please be aware that the address will no longer operate as a traditional email inbox, effective Tuesday, Oct. 27. Instead, any messages sent to that address will be automatically added to Halo, the ticketing system used by ITS. 

Each time a Halo ticket is created, you'll receive an email from UI Service with more information. You can interact with the ticket by selecting reply in the email from UI Service, or you can respond through the user portal. 

Routing requests through the ITS Help Desk and Halo helps us gather necessary information, ensures tickets are directed to the appropriate support team, tracks progress throughout a request, and streamlines communication. 

We appreciate your support as we continue to improve our service request and ticket management processes.