Welcome to the New IMS Helpdesk

Introducing our New IMS Helpdesk 

As part of our continuous effort to give you a better support experience, we have just migrated our customer support processes to Zendesk helpdesk application. We will do a soft launch of this new service to ensure we have configured the system to best meet your needs. 

You will be able to access the site through the City’s intranet portal by clicking on the IT Help Desk link located under the promoted links and the quick links menu.  You can also access Zendesk through going to this URL https://birminghamal.zendesk.com which can be access outside of the office as well.  Once there you can log in and click the “submit a request” button at the top right portion of the screen to submit a request. From this page you will be able to:

•  Submit a new ticket
• Track the progress of tickets you have submitted
• Request specific services
• Search for answers on your own via the Knowledgebase (FAQ)

During this soft launch, you can still call the helpdesk at 254-2989 as well as sending us an email to [e-mail] and our support system will automatically create a ticket on your behalf. You will be notified of our responses and status changes to your tickets via email as well, and you can send out your replies directly. 

We love hearing from you

We strive to give you an awesome support experience with every query, and your feedback will help us get there faster. We will be sending out satisfaction surveys for you to rate your support experience with us periodically. If you have any doubts or questions regarding our new support tools and policies, please contact Robin Cope are I via email or phone and we’ll be glad to assist you. And make sure you visit our new Helpdesk portal at https://birminghamal.zendesk.com.