Help Desk Ticketing System for Clients

The Pace University Help Desk ticketing system can be used by our students, staff, faculty, and alumni to submit inquiries or requests for service, as well as to report any system access or technical issues they may be experiencing.  The steps below explain how to submit a ticket request.

Step-by-step guide

To sign on to the Pace University Help Desk:

  1. Open the browser of your choice

    Note

    Pace University's most reliable and highly recommended browsers are Mozilla Firefox and Google Chrome which can both be downloaded for free from the links below. Mozilla Firefox and Google Chrome is available for both Mac and Windows.

    Mozilla Firefox Free Download Link and Google Chrome

  2. Go to https://help.pace.edu
  3. Log in with your MyPace Portal username and password

Help Desk Client View:

Tabs

Description

Request

Create a new request through the Help Desk system.

History

View your ticket history and ticket status. You can choose to search your tickets by status (closed, open etc).

FAQs

Help you out with resources for an issue quickly and efficiently.

Messages

View system updates and information about the help desk.

Profile

Edit your information, building, campus, and secondary email.


To place a Help Desk ticket:

  1. Click Request tab
  2. Select department relevant to your request from the Request Type drop down menu
  3. Continue to select request types from subcategories
  4. Type brief subject description in the Subject field
  5. Type body of the request detail in the Request Detail pane

Note

You must specify what your request is. You should always try to include as much information as possible (secondary email, phone number, building, room number, availability, and all other relevant details) so that we can complete your request in the best way we can.


If you would like an additional copy to be sent to someone else, you can include their email address in the Carbon Copy field (CC) and check off the Enabled box.

  • Click Save

Once you click save, a copy of the ticket is sent to your Pace email address and anyone listed in the CC field.

To exit the Pace University Help Desk:

  • Click the Log Out () button on the upper-right corner next to your name


For questions or assistance, contact the ITS Help Desk. (See information below.)


ITS Help Desk Hours and Contact Information

Phone: (914) 773-3333

E-mail: pacehelpdesk@pace.edu

Online: help.pace.edu

Regular Hours

Monday - Thursday: 8:00AM - 7:00PM

Friday: 8:00AM - 6:00PM

Saturday: 12:00PM - 4:00PM

Sunday: CLOSED

Winter, Spring & Summer Interim, and Summer Hours

Monday - Friday: 9:00AM - 5:00PM

Walk-In Center Regular Hours

Monday - Friday: 9:00AM - 5:00PM

There are two convenient locations:

  • New York: 1 Pace Plaza - Room W202, Tech Zone
  • Pleasantville: Willcox Hall - 2nd Floor, Computer Resource Center

Note: Due to the COVID-19 pandemic, staffing at our walk-in center locations has been significantly reduced. We strongly recommend that you call the ITS Help Desk first for assistance, or if you need to make a walk-in appointment with a technician.

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