South Texas is a fast growing region with many new students (mostly Hispanic) attending college for the first time every semester. Due to the popularity of distance education the Center for Online Learning, Teaching and Technology at The University of Texas - Pan American has steadily increased the number of classes being offered via Blackboard every semester. The need for student/faculty support of our web learning/teaching technologies has also increased. With technology becoming more affordable it is much easier for students/faculty to own a smart device (laptop, pda, smart phone, iPod, etc) which will need to be configured to work with our existing application suite. This increase in technology has also increased the amount of support issues that come up into our 'shop'. Due to limited budgets hiring more full-time employees is not a plausible solution. How can we handle the increase of support/service requests? How can we keep track of all previous requests? How can we better manage our time?