For Campus Techs

Helpdesk Expert Automation Tool (HEAT)

The Helpdesk Expert Automation Tool (HEAT) is the call-tracking tool used at the UMass Lowell Help Center. This tool is currently available to any campus technician interested in keeping track of service requests from customers. 

HEAT also can be used for reporting and creating custom "Call Groups" to summarize key metrics and information, including:

  • customer profile information
  • total call volume
  • call category and type information
  • incident and solution descriptions

Instructions on connecting to the HEAT TErminal Server

HEAT User Guide

For more information on creating a HEAT account, contact Bob Coppenrath at 978-934-2686 or