DIIT Help Desk

Submit a ticket online

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

• Support for staff
• Support for families

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 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

Eureka is 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 will be displayed on the left sidebar of your screen.

Scan the QR code for launching Eureka on Teams.

To start a new conversation with Eureka, 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.

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

• iPads and Devices
• Getting Started with Your iPad
• Employee Passwords
• NYCPS Student Accounts

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

• Application and Systems (including access requests)
• SPOCs
• Devices
• Information Technology Support
• Didn't find what you are looking for?
• Submit a Help Desk ticket

Call the DOE IT Service Desk Directly