Information Technology Solutions’ virtual agent, commonly referred to as the ITS chatbot, will be temporarily unavailable beginning May 24, 2025. ITS is currently developing an enterprise chatbot solution that will streamline UC Riverside’s virtual assistant needs. More information on the new chatbot solution will be available in the coming weeks.

Note: The original announcement stated that the ITS chatbot will be temporarily unavailable beginning May 31, 2025. This date has been amended to reflect the vendor contract end date, which is May 24, 2025.

IT Support Channels Available to Highlanders

In the meantime, ITS strongly encourages Highlanders to take advantage of the new AI Search feature of the IT Knowledge Base for an intuitive and user-friendly self-help experience. AI Search is available in the ServiceNow portal home page, where you can find answers to your technical questions using the Knowledge Base, request specialty software, and learn more about ITS’ services.

IT support services remain accessible to all students, faculty, and staff through the following support channels:

• BearHelp Hotline - Call BearHelp at (951) 827-4848 during normal business hours (Monday through Friday, 8:00 am to 5:00 pm)
• Support Ticket - Submit a ticket online
• IT Support Services Stations - Visit the stations located at the Tomás Rivera Library, Orbach Science Library, and Student Success Center from Monday through Friday, 8:30 am to 8:30 pm

Note: This article was updated on May 19, 2025.