WebWord Comment -- After dealing with a variety of HelpDesks, I would argue that it is generally a better idea to interact with HelpDesk systems versus individuals working at a HelpDesk. In other words, if you have the direct email or phone number of someone who can help you, do not call that person. Do not send an email either. Instead, submit your issue to the HelpDesk and ask to get it assigned to that person. If the HelpDesk is any good, they will quickly route the request to the right person (perhaps a better person than your direct contact). This will give you visibility to the problem in the HelpDesk system and it will give the right people in the organization (i.e., management, peers, etc.) visibility too. What do you think?