New Ticket System (Helix) Releasing Monday, March 2, 2026
We are pleased to announce that our new and improved ticketing system, Helix, will officially launch on Monday, March 2, 2026.
Helix will replace FootPrints and introduce a streamlined, modern process for submitting and managing support requests. This upgrade is designed to make support faster, easier, and more accessible for all users. Some of you may already be familiar with Helix if you currently submit IT tickets to BITS.
Why Helix?
- Helix replaces FootPrints with an enhanced ticket submission and tracking experience. Key improvements include:
- A more user-friendly, modern interface
- Improved ticket tracking and visibility
- Better communication between users and support teams
Go-Live Information
- Helix will go live on Monday, March 2, 2026.
- This will be a soft go-live. FootPrints will remain available for a few days but will no longer be used to create new tickets after the transition period.
- Any existing open FootPrints tickets will be completed in FootPrints.
Access to Helix
- All users will have access to Helix.
- Individuals without a ct.gov email address will be able to submit tickets via email (This option will be available only to those without a ct.gov email. These users will not receive automated responses; instead, help desk staff will respond to them directly.).
Training & Resources
- To help you get comfortable with Helix, job aids will be posted on the new Core-CT website under Help.
- Please watch for a Core-CT Notification on Monday that will include the Helix URL and links to the training materials.
We appreciate your cooperation and look forward to providing a more efficient and improved support experience. Additional details will be communicated before Monday, March 2, 2026 Go-Live.
If you have any questions or need assistance, please contact the Core-CT support team at Readiness@ct.gov.
Thank you,
Core-CT Team