SAMI Service Desk Launch Update
- Posted:
- December 1, 2025
As previously announced, December 4th will mark the official launch of our new IT support team, the SAMI Service Desk. This journey began as a trial at the start of the fall semester. As our launch date approaches, here are some additional considerations:
In our new Service Desk, most of our agents are dedicated to handling issues submitted through the SAMI Support Self-Service portal and email. This differs from our previous UTAC Helpdesk model. While phone support will remain an option, the portal and email are now the most efficient ways to engage with the Service Desk.
If you choose to call, the virtual agent will first verify your identity by asking for your FDU ID number. This is the 7-digit number located on the back of your Fairleigh 1Card. Have that number ready when calling.
If you missed the original Tech Alerts sent on 11/17 and 11/24, you can watch the SAMI Short below, or continue reading.
The SAMI Service Desk is staffed with a full-time dedicated supervisor, two full-time agents, and seven student interns rotating shifts throughout the day. Tickets can be submitted through our self-service portal at SAMISupport.fdu.edu. If you are unable to log in to the portal, you can use our public form by clicking the blue support icon at on this website.
Submitting tickets through the portal or public form is the quickest and easiest way to get support. Since the trial began, tickets submitted this way have had an average first response time of 38 minutes.
The second quickest method is to email samisupport@fdu.edu, which replaces fdutac@fdu.edu.
If neither of these options works for you, you can call the SAMI Support Line at (973)-443-8822. Below are some changes you’ll notice when calling for support starting December 4th:
- The phone line will initially be answered by a Virtual Agent. Since the Virtual Agent must identify the user in the SAMI system, have your 7-digit FDU ID number ready when you call. This number is located on your FDU ID card.
- The Virtual Agent will then ask a series of questions to help resolve your issue.
- If the issue is resolved by the Virtual Agent, a closed SAMI ticket will serve as a record of the call. If it cannot be resolved, the call and an open SAMI ticket will be transferred to the Service Desk.
- The new Service Desk hours of operation are 8 AM to 8 PM ET, Monday through Friday. Calls received after hours, on weekends, and during holidays will be recorded by the Virtual Agent. SAMI tickets will be opened and queued for follow-up on the next business day.
- There will be automatic escalation to after-hours support personnel for urgent issues, such as system outages or weekend classroom incidents.
While the team’s handling of samisupport.fdu.edu and samisupport@fdu.edu requests has exceeded expectations, integrating the virtual agent and new contact center systems with our SAMI environment introduces a level of complexity. If your only option is to call, be aware that we may need to adjust some workflows in the first few weeks. Our team has made tremendous progress and is committed to making the SAMI Service Desk a significant improvement over our previous support model.
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