Ask the NIH Help Desk

Submit a NIH Help Desk Ticket via our Web site!

• Don't have time to wait on the phone for the next available agent?


• Have you ever wondered why an agent calls you to verify your location after you send the NIH Help Desk an email?


• Do you wonder why it sometimes takes longer to receive a ticket confirmation once you send the email?

If you answered YES to any of these questions…we have just the solution for you….submit a ticket via our Web site!

Q: How does submitting a ticket answer any of the questions above?

A: Excellent question.

1. Submitting a ticket via the Web is instant and at your convenience. No waiting to talk to an agent. Once you hit Submit Service Request – your ticket is created!
2. When using the Web form you are able to explain your request, in your own words, and it is automatically saved in your ticket.
3. The Web form automatically pulls your current information from your NED record. All you have to do is hit Continue. No more spelling out your name, getting return calls and answering all those questions each agent must ask!
1. The Web form also has a space to input any updated information or note that you are just sitting in another office for the day. Just type in your current location and the information is saved in your ticket!
4. After hitting Submit Service Request, your ticket is created, with all information updated to your specifications, and sent directly to the NIH Help Desk. Your confirmation and ticket number appear right away! You also have the option to search our Knowledge Base for an answer to your request.
1. Web submits vs. emails - All regularly sent emails must travel through our system, have a ticket created, get assigned to a Help Desk agent, all information verified, THEN your ticket is saved and you receive a confirmation…who wants to wait that long?

Q: That sounds so much easier! How do I submit a ticket via the Web?

A: Just go to the NIH Help Desk’s Web site.

1. Under Contact The Help Desk, select the Online choice to “Click here to submit a request for support using our Web form”
2. Enter your name in the space indicated, select GO
3. Click on your name (there may be other users with the same name)
4. Verify your information, click Continue
5. A page will now appear where you can input your request
6. Notice that you can:
1. Select a Point of Contact (POC) for your request
2. Type your request or copy and paste your error message
3. Select your PC or MAC platform for faster service
4. Stipulate how an agent and/or technician should contact you (email, phone, TTY)

Submitting a ticket via our Web site is ideal for straightforward requests such as:

• Computer setups, updates
• Loaner equipment requests
• Software installation requests
• Permissions/Access requests

Did you also know…

…our Web site can help you:

• Search for a particular ticket number by selecting Ticket Search from the menu bar.


• View your ticket history and even send an update to your ticket by selecting Service & Training History from the menu bar.

*If you have an emergency or high priority request give us a call. Our agents can get your request where it needs to go right away!

Have more questions?

If you need any assistance, or have additional questions, just submit a ticket via our Web site! For those of you who love to talk to us, don’t worry, you can still give us a call at the NIH Help Desk at 301-496-HELP (301-496-4357), 866-319-4357 (toll free), or 301-496-8294 (TTY).