The ServiceDesk ChatBot (RoeBot)
Accessing the ChatBot
*You do not have to log in*
Using the ChatBot to contact the NEST Team or the ServiceDesk
1. Answer the all questions (please note you can use a personal email address)
2. An Agent is available to answer your queries:
IT ServiceDesk: Monday - Friday 9am - 4.30pm (Agent at lunch 12pm - 1 pm)
NEST Team: We regret but an Agent will not be available to answer queries until 3/10/202
3. If you access the ChatBot outside these hours (the ChatBot is available 24/7) you will be automatically presented with the option to raise a ServiceDesk ticket in course of your Chat.
Please use a personal email address if your query is about for example
- Your student account has been blocked by the Finance Department
- You cannot access your University email account because your password is not working
- You are a member of staff who is experiencing issues with MultiFactor Authentication (MFA)
- You are a former student of the University (and therefore no longer have a University email account) and need to contact the Registry Department about a replacement certificate etc
Managing your ServiceDesk tickets via the ChatBot
Select the option: Check
and Update your Ticket 
1. Enter the email you logged the ticket with and the Ticket ID number (just the number).
You will have received notification of the ticket number in an email from XXXXX
@roehampton.freshservice.com 2. Then you will have an opportunity to
- View the status of your ticket
- Read any conversations recorded in the ticket
- Reply and Update the Ticket