When you send a question to helpdesk@ssc.wisc.edu, it is automatically entered into the SSCC's help desk system. The consultant on duty then either answers the question herself or passes it to the person who will be able to answer it most quickly.
If you send a question directly to a particular staff member you bypass that process, which has several disadvantages. First of all, the staff member you emailed must enter your request into our help desk software by hand. Much worse, that person may be away from their desk or even out of the office, which means no action will be taken on your request until they return. Finally, it's often hard to tell what the root cause of a problem is, so it may turn out that the person who can actually fix your problem is not the person you emailed. Sending questions directly to the Help Desk guarantees you'll get help as quickly as possible.
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