SAMI Service Desk Tips

The launch of our new SAMI Service Desk introduced significant changes to how the University community interacts with IT support, including a greater emphasis on the web-based SAMI Service Desk portal. The portal offers the best accuracy and fastest response times; however, we recognize that it may not be ideal for every situation. Support is also available by email at samisupport@fdu.edu or by phone at (973) 443-8822.

When contacting the Service Desk by phone, you will initially connect with our virtual agent. The following tips will help you navigate the interaction:

• Have your FDU ID number ready. This 7-digit number is located on your FDU ID card and is the only way we can identify you when opening a ticket.
• If you cannot locate your FDU ID number, the virtual agent can still create a support ticket on your behalf, but you will be listed as an “unidentified caller.” You may be asked to provide your name, phone number, and FDU email address so we can respond promptly.
• In most cases, contacting the Service Desk results in a ticket number being automatically sent to your FDU email address. This does not occur when using phone support without your FDU ID number, although a ticket is still created. In these cases, wait for our Service Desk team to return your call. Additional contact before receiving your ticket number may result in duplicate tickets.
• Be prepared to provide a brief description of your issue. Think of it as an email subject line. Use a few clear words such as “Unable to connect to Wi-Fi” or “Cannot access email.” Providing a long explanation may result in an unclear or incomplete ticket subject.
• You may need to respond more than once. The virtual agent will attempt to resolve your issue multiple times before transferring you to a live agent. Listen carefully to the prompts as the virtual agent works to assist you.
• If the virtual agent cannot resolve your issue and you are calling between 8 AM and 8 PM Eastern Time on a business day, you will be transferred to a live agent. Calls made outside of business hours will be placed in a queue for follow-up the next business morning.
• There is no bypass option for the virtual agent. If the virtual agent cannot resolve your issue, you will be transferred to a member of the Service Desk team.
• In all cases, a SAMI support ticket is created for your inquiry. If the virtual agent resolves the issue, the ticket serves as documentation of the resolution. If additional assistance is required, the ticket is routed to our team.

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