The University of Texas at Austin

Managed IT Support

New MITS support phone number: 512-475-9406‚Äč

Frequently Asked Questions

If you have questions about requesting managed IT support, we've collected a list of answers here.

Requesting Help

How do I contact IT support for assistance?

There are three ways you can contact IT support:

How do I request IT assistance for new employees and separating employees?

Please fill out a new/separated employee form and a member of the Managed IT Support team will be in touch to handle your new employee/separating employee needs.

How do I fill out an incident request?

Note: To connect from off campus, you must first establish a secure connection to the campus network using the virtual private network (VPN).

Follow these instructions to complete a ticket:

  1. Using your EID credentials, log in to FootPrints at https://help.its.utexas.edu/
  2. Click the New Request button at the top-left of the page.
  3. Fill out the incident information. An " * " indicates a required field. Please be thorough in the "Notes" section so that ITS has enough information to quickly identify and resolve your issue.
  4. Verify that your contact information is up-to-date in the "Your Personal Information" section. You can add or modify any information necessary to ensure that ITS is able to contact you. (Note: The "Your Personal Information" section is pre-filled with information associated with your EID. If any of this information is incorrect, you can update it through the All My Addresses page in UT Direct.)
  5. Click Save.

You will receive updates via email, and can also check the status of your incident and provide additional information by following the instructions below.

How do I view the status of my incident request?

Follow these instructions to view the status of your incident request.

  1. Using your EID credentials, log in to FootPrints at https://help.its.utexas.edu/
  2. If you have any open incidents, you will find them listed on your Home page.
  3. You can view or update the incident as follows:
    • Viewing -
      • To view details of the incident, click the incident summary.
    • Updating -
      • To provide updates to an incident, click the [more] link and select Update or if you are already viewing the details of an incident, click the Edit button at the top of the page.
      • Under Notes, enter information in Append New Notes
      • Click Save.

We Can Help

Get help from an expert:

* ITS Help and Service Desk

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!