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:
NEST Team: Monday - Friday 9am - 5pm; Saturday and Sunday 10am - 4pm
IT ServiceDesk: Summer opening hours = Monday - Friday 10am - 2pm
Please note if you ask the Agent to reset your password we will require some security information from you. For students this may be your date of birth, details of your course, postcode etc.; staff this will be your employee number (this is on your pay slip/advice)
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