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Contact EOTSS

one phone, one platform, one email

Navigating IT support can be difficult.  To enhance our ability to serve you, we have redesigned our ServiceNow Portal and phone and online support channels!  Commonwealth end users and IT personnel can now use the same “front door” into EOTSS to request assistance or services, or to work with one of our technical teams.  Check out the new features below! 

Table of Contents

Chat live!

Use Chat to interact with a member of the Service Desk for 24x7 live, immediate assistance.

Additional Resources

Redesigned ServiceNow Service Portal

Our ServiceNow portal has been enhanced! End users are now presented with an improved Incident reporting process, updated language and contact information for the Service Catalog, and new Five9 Live Chat functionality.

Easily access your tickets, Knowledge Base articles, popular items, live Chat and other EOTSS contact information, all from the home portal.

For more information on the ServiceNow Service Portal, check out our new interactive 
EOTSS ServiceNow Service Portal Guide!

Agencies with Agency-application specific portals should continue to use those portals for agency-specific application incidents/requests.

ServiceNow Mobile App: “Now Mobile”

Access ServiceNow from your mobile device!  Request help, chat live with a member of the Service Desk, access your tickets and more!

Users with a Commonwealth-issued iPhone or iPad who are enrolled in the Commonwealth MDM solution will be able to install the ServiceNow app via the Intune Company Portal.

ServiceNow Now Mobile app icon


  • Update your EOTSS contact info!
  • Use the ServiceNow portal or Chat v. phone call or email for faster service.
  • Use “Submit an Incident” to report an issue with something you have.  Use “Service Catalog” to request something you don’t already have from the Catalog.
    • Tickets entered incorrectly will be sent back to the user with instructions on how to appropriately submit their ticket.
    • If you can’t find what you need in the Catalog, please reach out to the EOTSS-CentralizedIntake@mass.gov for assistance
  • If you do call, be sure to use the correct prompt.
    • Users who enter the wrong queue will be transferred to the end of the appropriate call queue, resulting in a longer wait time.

Additional Resources

Streamlined Contact Info

Removal of Dedicated “CommonHelp”, Massachusetts State Police, and EOPSS Phone/Email

You should no longer use the CommonHelp phone line or mailbox, Massachusetts State Police phone line or EOPSS phone line to report issues or request services from EOTSS.  All end users, IT help desks and support personnel will use the same methods of contact to report an issue or request products or services.

One help line: 1-844-435-7629

Press 1 for MSP/EOPSS

Press 2 for all other calls

One email: MassGov@service-now.com

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