End User Guide for California Baptist University Freshservice

Introduction

Logging in to Freshservice

Self-Help Solution Articles

Creating a Ticket

Tracking your Tickets

Creating a Service Request

Hardware Installation

Introduction

Welcome to the new IT work-order system for California Baptist University technical support service desk. Freshservice- the IT service desk with a fresh twist.

This user guide will walk you through everything you need to know about Freshservice.

The California Baptist ITS team can set up and manage the entire service desk. They have also configured the end user interface that you use to create a service request or incident. Additionally, they also provide self-help solutions to common IT issues in Freshservice's Knowledge Base. The knowledge base is a place where the ITS team has gathered information and solutions in regards to technical issues, how-to guides and other general information. You can refer to these solutions to solve problems you face, or if you have an issue the Knowledge Base can't help, you can send a support to the Hel.

Here’s how to get started.

1. Logging in to Freshservice

Cal Baptist’s URL for Freshservice is below:

https://calbaptist.freshservice.com/support/home

You have access to your service desk’s knowledge base (Popular Solutions) and announcements even before you login.

In order to submit a request please select the Login button at the top right of the webpage

Click on the “Sign in with SSO”

2. Self-Help Solution Articles

Cal Baptist ITS teams want you to have the ability to resolve certain issues on your own. To help you with this, we provide self-help solution articles in FreshService knowledge base. You can access these articles even without logging into the system.

The knowledge base is provided right on the home page, but you can use the search field to find solutions for specific issues.

3. Creating a Ticket

If you have a problem or issue that needs the help of our Information Technology Services, User Services, or Help Desk team, click "Report an Issue."

If you need equipment, or would like to submit a purchase request, click "Request a Service."

Below, after clicking "Report an Issue," is an example of the menu that you would see. Here you can input any information regarding the issue that you are experiencing.

A blank view of the Report an Issue menu.

An example ticket, showing a reporting problems accessing InsideCBU

4. Tracking your Tickets

When you click on “Your Tickets” tab, you get a list of your tickets. By default, this list shows your open and pending tickets, but you can change the filter to show just the resolved and closed tickets or all of your tickets.

You can also sort your tickets based on:

Date Created
Last Modified
Status (default)
Ascending order
Descending order

From this list, click on the ticket you need to track. This opens the detailed view for the ticket that provides information like the name of the agent working on it, the status and any conversation that has happened on the ticket so far. At the detailed view, you can post a reply, mark the ticket as closed and even add people to be notified about future activity on the ticket.

5. Creating a Service Request

The Service Catalog consolidates all the services that you, as an employee, can select. The catalog makes it easy for you to request for services by providing a one-stop shop on the portal.

You can request for the services you need in a few easy steps.

Login to the end user portal and click on either Service Catalog or Request New Service.
From the list of services click on the one that you want to request. You can even search for it directly.

This takes you to the Item/Service Request page that provides more details about the service and tells you when you can expect it.
In case you are placing the request on somebody else’s behalf, enter their email address and then click on Place Request. This creates a Service Request automatically. You can keep track of it from the Tickets tab.

6. Hardware Installation or Setup

If you have hardware that needs installed, such as a standing desk, setting up a printer, monitor, or installation of other office equipment, follow the below instructions for requesting equipment installation.

Please provide your office location, a description of what you want installed - and where, if possible - and the hours that you will be available.

If you don't mind if a representative sets up or installs the equipment without your presence, please note this in your request.

If there are any special requirements or requests for the installation, be sure to mention them in your request.

A sample ticket showing an example of requesting a standing desk installation

For further questions or clarifications, please contact Helpdesk@calbaptist.edu