Information Technology - How to Get Support for UWM Technology

The KB article provides a comprehensive overview of the resources available to UWM students, faculty, staff, and affiliates. It includes self-help resources, links to support for office technologies and professional development, and teaching and learning tools like Canvas and Zoom. Additionally, it details how to contact the UWM Help Desk and other support contacts based on your role at UWM.

On-Demand Help

A rich library of self-help resources are available 24/7 to all UWM students, faculty, staff, and affiliates. 

If the UWM Knowledgebase doesn't have the information you are looking for, check the appropriate knowledgebase for the tool or topic you need help with.

Office Technologies and Staff Professional Development

  • Microsoft Support - Articles and information for Microsoft 365, Windows, as well as other free and licensed Microsoft tools.
  • Adobe Support - Up-to-date articles and information for Adobe Creative Cloud, Adobe Express, and other free and licensed Adobe tools.
  • UW Shared Services Knowledgebase - Select information on HRS, UW professional development and mandatory training, reporting tools, and system-wide tools.

Teaching and Learning Technologies and Instructor Professional Development

  • CETL Knowledgebase - Instructor assistance with teaching, learning, and technology topics.
  • Instructure Community - Articles, forums, and training for Canvas LMS, ePortfolio, Commons, Catalog, Badging, and more tools integrated with Canvas.
  • Zoom Support - Articles, training, and live support from the Zoom suite of tools including Meetings, Webinars, and Whiteboard.
  • UW Digital Learning Environment Knowledgebase - Articles for Canvas, Kaltura (My Media) and Zoom common to all Universities of Wisconsin (note, articles from this Knowledgebase appear in UWM KB searches).

UWM IT uses these same knowledgebases to offer support to UWM's students, faculty, and staff. So checking these knowledgebases yourself can frequently be the fastest path to answering your IT questions.

Getting Personalized Help

This information is provided to help you get assistance with your technical problem as quickly as possible. If your technology case is not urgent, contact the UWM Help Desk. Your case will be triaged and routed to the correct support contact.

Who to Contact
My Role at UWM First Contact Second Contact Third Contact
Students

Contact your instructor

  • Your instructor needs to know if you're having a problem that might affect your ability to complete coursework.
  • Sometimes the instructors works directly with the provider of a technology used in the course (such as textbook publisher, or an activity made by a third party). In those cases, your instructor will have documentation handy.
  • Many times, what looks like a technical problem can be resolved by the instructor by making a settings change in Canvas or another tool.

If your instructor can't answer your question about technology, they will send you to the Second Contact.

If you are...

  • A students from another UW university:
  • A students from a high school, a State of Wisconsin program, or the community:
    • Follow guidance provided by your instructor on who to contact next for support.

Otherwise, if you need help with...

  • Canvas:
  • Zoom:
  • Respondus LockDown Browser
    • Use the Third Contact.
  • Tools used specifically by your class (such as GoReact, VoiceThread, Piazza, or digital textbooks):
    • Use the support contact information provided by your instructor, or inside the tool.

Everything else:

  • Use the Third Contact.

Is your issue impacting your ability to complete your coursework? Share the case/ticket number with your instructor.

If the support you contact can't fix the issue, share the case/ticket number with the Third Contact.

Contact the UWM Help Desk.

Is your issue impacting your ability to complete your coursework? Share the case/ticket number with your instructor.
Instructors

Canvas (After Hours):

Zoom (After Hours):

Respondus LockDown Browser and Monitor:

Classroom Lecture Capture and A/V Assistance:

  • Contact Classroom Services

Teaching and Learning:

  • Use the Third Contact.

Everything Else:

  • Use the Second Contact.

Contact the UWM Help Desk.

Be sure to share the ticket/case number from your first contact so the Help Desk can review the history.

Contact the CETL Support Commons.

If you previously contacted the Help Desk, share the incident number with CETL. 

Be sure to share the ticket/case number from your first contact so CETL can review the history.
Non-Teaching Staff, Emeritus, People with Sponsored Accounts

Contact the UWM Help Desk.

I Need Additional Help

Contact the UWM Help Desk.


Keywords:
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Doc ID:
138776
Owned by:
David D. in UW-Milwaukee Help Desk
Created:
2024-07-29
Updated:
2024-08-02
Sites:
UW-Milwaukee Center for Excellence in Teaching and Learning, UW-Milwaukee Help Desk