Freshservice

What is Freshservice by Freshworks?

It’s our new IT ticketing system! Freshservice is a modern campus-wide ticketing system designed to streamline and enhance how you submit technical requests requiring assistance from the Information Technology Team. As a requester, you will largely notice these changes through email communications you receive when you create a ticket.

How to request assistance from IT

Continue to interact with IT as you always have. Freshservice is just a modern tool to enhance our workflow and transparency. You will receive emails with valuable information about your service request, follow-up questions, a link to your ticket, and more.

How Does This Impact Me?

With each new ticket, you will receive an email from itservice@lclark.edu with information about your service request, follow-up questions, a link to your ticket within Freshservice, and more.

While working on your ticket, you may receive emails from IT staff using pre-built templates.

When your ticket is resolved you will receive a resolution ticket from itservice@lclark.edu.

Emails From Freshservice

When a ticket is created, you will receive an email from itservice@lclark.edu that will contain subject lines such as:

• We’re on it! IT Service Desk Request Received
• Making progress. IT Service Desk Ticket Update
• Getting closer. IT Service Desk Ticket Update
• Achievement unlocked! IT Service Desk Ticket Resolved

To ensure your security, always practice safe computing and verify that Fresh Service email messages you receive are from itservice@lclark.edu. Be cautious of suspicious links and report any phishing attempts or security concerns to security@lclark.edu.

Questions

If you have any questions or encounter issues while using Freshservice, please do not hesitate to contact itservice@lclark.edu or visit us at the IT Service Desk.