CommonHelp customer support 1-866-888-2808

Customer service is our business.  Our E2E system is a web tool that provides a single point of contact for all customer requests -- end to end -- from initial customer request through delivery, support, maintenance and chargeback.

Technical Support

CommonHelp provides Tier 1 and Tier 2 technical support for all services provided by ITD. Users from any agency supported by the ITD LAN/Desktop team may call CommonHelp directly for any technical question or problem. Network/LAN administrators from all other agencies may call CommonHelp for assistance with agency wide or user specific issues. CommonHelp will also assist security administrators from any agency in completing password reset requests.

Functional Support

CommonHelp provides functional support for any application or service for which ITD owns the business process. Users of HRCMS, Warehouse, and the Mass.Gov Portal may call CommonHelp for assistance in completing transactions or accessing information within any of these applications.

Service Request Support

CommonHelp provides assistance with processing any "Customer Service Request Form" through our Customer Service Group.

Avaya Shared Switch Customer Service Requests

CommonHelp provides assistance to all customers of the Avaya Shared Switch for request regarding simple moves, adds and changes to their phone system. For details on this service, please review the following document:

Shared Switch Customer Service

Contacting CommonHelp

CommonHelp Telephone Number Contact:
The CommonHelp contact phone is 1-866-888-2808.  All calls will be answered by a customer service analyst who will provide you with a high level of professional customer support you should expect.  You will be provided with a ticket number for tracking any incidents that cannot be resolved on the first contact.

CommonHelp E-mail Address Contact:
You can send all HR/CMS, Technical, and Warehouse issues to the following e-mail address:
CommonHelp Service Desk (ITD) (CommonHelpServiceDesk@massmail.state.ma.us ).

(Mass.Gov e-mails will continue to have a separate email address).

Please feel free to send any questions or concerns you may have regarding the coming changes to CommonHelp Service Desk (ITD).