DIIT Help Desk

Submit a ticket online

All technical support requests can be made online at the following locations:

Please encourage students and families to submit a ticket online before calling the Help Desk. In many cases, the request form will provide visitors with the answers they need, based on the information they provide and eliminate the need for them to submit a ticket.

Review the following guide for more information on opening a help desk ticket online. 

Reset your password online

The majority of calls from DOE staff concern DOE password (@schools.nyc.gov) resets. All DOE staff can reset their passwords themselves online at the DOE Identity Management Portal. It only takes a few minutes. (Even if you forgot your current password, or it expired, you can sign in by answering security questions or verifying personal information). You can also visit our Passwords page for more information.

Use the Eureka Chatbot on SupportHub or in Microsoft Teams

Eureka, our AI-powered SupportHub chatbot can fully process over 30% of the calls without involving a live agent. Eureka is available on SupportHub; just click the icon on the bottom right corner of the screen to open a chat. 

Eureka SupportHub Chat Icon 

Eureka on SupportHub allows you to take the following actions without talking to a Service Desk agent:

  • reset your password
  • search for information
  • check the status of an open service desk ticket
  • create a new ticket
  • check your asset’s warranty status
  • manage your SupportHub profile

A beta version of Eureka is now also available on Microsoft Teams for central and school staff in the desktop or mobile platform. If you are logged into Microsoft Teams on your desktop, Eureka (BETA) will be displayed on the left sidebar of your screen.

Scan the QR code for launching Eureka (BETA) on Teams.

Eureka on Team QR code

To start a new conversation with Eureka (BETA), type “Reset” in the chat window. If you are waiting in the queue to talk to an agent and wish to end the chat, click the “Reset” or “End” button to be removed from the queue.

A screenshot of a chat Description automatically generated

Visit the following DOE web pages for up-to-date guidance and information:

DOE Employees should sign in and view the Technology section of the InfoHub to see if the answers to questions are there.

Call the DOE IT Service Desk Directly

Call the DOE IT Service Desk at 718-935-5100. The normal hours of operation for the New York Public Schools Service Desk are as follows:

  • Monday to Friday 6am to 8pm
  • Saturday and Sunday 8am to 4pm

From the start of each school year through October 31, operating hours are expanded to:

  • Monday to Friday 6am to 10pm
  • Saturday and Sunday 8am to 8pm
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