Support

Filing a ticket

Open a ticket or email aadithelp@vt.edu. Either lands with our team.

When you write to us, include:

• What’s broken or what you need — a sentence or two is fine.
• Where it’s happening — building, room, machine name if you know it.
• When you need it by — a class tomorrow morning is different from “sometime this month.”
• A screenshot if there’s an error message.

If something is urgent or class-blocking, say so in the subject line.

What we cover

AAD IT supports the College of Architecture, Arts, and Design across three areas:

• Desktop support for faculty and staff
• AV support for classrooms and events
• Labs

That includes the technical infrastructure behind those services, software installation and troubleshooting, and IT asset management for AAD-owned hardware.

If you’re not sure whether something is ours, ask. We’d rather answer a quick “is this you?” email than have you sit stuck.

Reporting a phishing message

Do not reply, click links, or open attachments. Use Outlook’s built-in Report > Phishing action so Microsoft 365 and the Virginia Tech Mail Team receive the original message for evaluation. See Report Phishing Messages in Outlook for the short procedure and official 4Help guidance.

If you already interacted with the message or shared information, contact 4Help immediately at 540-231-4357.

What about VT 4Help?

Open a ticket with us first — always. Even for things that turn out to belong to central VT IT (logins, university-wide systems, campus network), start with us. We use the same ServiceNow system 4Help uses, so if a request needs to move over there, we’ll route it ourselves with the context already attached. You don’t lose anything by coming to us first, and you skip the handoff headaches.

Short version: when in doubt, open a ticket or email aadithelp@vt.edu.

How fast we respond

Our hours are 8:00 to 5:00, Monday through Friday, on days the university is open. During those hours we aim to reply within two hours. Sometimes faster, occasionally slower if the team is heads-down on something class-blocking — but two hours is the target, not a worst-case promise.

Urgent and class-in-progress issues jump the queue. If something is actively breaking a class, an event, or a deadline, say so in the subject line and we’ll get on it as fast as we can.

Tickets opened nights, weekends, or holidays will be picked up the next business morning. If you haven’t heard back and it’s getting in your way, reply to your original email and nudge us — it’s not rude, it helps us catch things that slipped.