DCU People Helpdesk
A New Era of Support: The DCU People Helpdesk
We are excited to announce a significant evolution in how DCU People manages your enquiries. To ensure you receive faster, more transparent, and more consistent support, we are transitioning from multiple team inboxes to a single, streamlined DCU People Helpdesk powered by Zendesk. This transition represents our commitment to a more seamless and supportive experience for every member of our university community.
A Familiar Experience: Many of you already interact with the DTS Helpdesk, which is also powered by Zendesk. Because we are using the same platform, the process for submitting and following up on your DCU People requests will feel intuitive and familiar from day one.
Why the Change? Our Customer-Focused Approach
By moving to a unified ticketing system, we are adopting a modern approach that allows us to better serve your needs through:
- Streamlined Communication: No more guessing which inbox to CC; one point of contact now manages it all.
- Improved Visibility: You will receive automated confirmations and can easily track the real-time status of your requests.
- Accuracy & Confidentiality: Your queries are automatically routed to the correct specialist teams (such as People Services, Recruitment, or Learning and OD).
- Enhanced Security: This system provides a secure, centralized environment for your data, ensuring sensitive information is handled with the highest level of privacy and seen only by necessary personnel.
How to Reach Us
We want to make this transition as easy as possible. You can connect with us using two convenient methods:
Method A: Use the New Ticketing System (Recommended)
Going forward, we encourage you to use the new DCU People Helpdesk Ticketing System. This is the most efficient way to ensure your request contains all necessary information for a quick resolution. We recommend using this system immediately for the fastest and most accurate response.
Method B: Continue Using Existing Email Addresses
During this transition period, you can continue to email the DCU People team addresses you currently use. Emails sent to these addresses will automatically be converted into tickets within our new system.
FAQs
No. Any ongoing conversations in our old team inboxes will be managed to completion. New emails sent to those addresses from will simply be turned into tickets automatically.
No. The system is integrated with DCU's Single Sign-On (SSO). If you are already logged into your DCU account, you’ll be granted access automatically.
Privacy is our priority. Your request is automatically routed only to the specific specialist team required (e.g., contract query goes only to People Services). The system is more secure than standard email, ensuring your sensitive data is handled with the highest level of confidentiality.
To ensure your request is tracked and resolved as quickly as possible, even if a specific team member is on leave—we strongly recommend using the Helpdesk or the main team email address rather than CC’ing individuals.
The Helpdesk allows you to set the nature of your inquiry, helping us prioritise urgent matters. For complex issues, your assigned People Partner or specialist will still be available for direct consultation as part of our Stakeholder Framework.