Created: 1/14/26

Updated: 1/20/26

 

FreshService Ticket System

 

An IT ticketing system is the foundation for operational efficiency, accountability, and continuous improvement in IT. Colleagues are expected to submit a ticket to our system by emailing [email protected]. Colleagues may contact you via other channels but politely remind them they need to submit a ticket. However, you may find a situation where the user can’t submit a ticket for a legitimate reason, in which case, you can submit a ticket on the Colleagues’ behalf.

Step 1: Login

  • Navigate to the FreshService website
  • Use your normal username and password to login.

Step 2: Navigation

  • Use the left-hand pane to navigate around.
  • You’ll primarily be working in the “Tickets” section.
  • Top right there is a “Filter” option
    1. Sort by last 6 months
    2. Status is “Open”
  • Additionally, you can sort the tickets by the column headers.
    1. Typically, you should sort by “Created Date”.

Phase 3: Tickets

  • Tickets should be responded to within 30mins of submittal.
    1. **We don’t have an SLA, so don’t feel pressured to resolve this issue within that same period. **
  • Read what’s submitted carefully and use your best judgment to determine priority levels.
    1. **If you have questions, escalate to your Senior IT Analyst or IT Helpdesk Manager.**
  • Use the “Reply” option to send an email response to the user.
  • Use “Add note” to enter in private notes.
    1. **Be detailed! **
    2. You can edit notes but clicking the three dots and selecting “Edit”.

Phase 4: Escalating or Closing Tickets

  • IF you can’t make headway or don’t have access necessary to resolve the ticket:
    1. Escalate the ticket to your Senior IT Analyst.
      • **Verbally inform of the escalation**
      • On the right-hand pane of the ticket, use the “Assigned to” section to change the ticket assignment.
      • **IF your Senior IT Analyst isn’t available, you can do the same procedure to escalate to your IT Helpdesk Manager.

 

  • IF the user isn’t responding to you:
    1. Try to contact the user 3 times by at least 2 different methods.
      • Example: two emails sent and an in-person visit.
      • **Document each attempted contact with notes**

 

  •  IF you’ve reached a resolved/closed state on the ticket:
    1. Make sure you add a note on what troubleshooting steps you took and what resolution worked for you.
      • **Be Detailed! **
    2. Double check “Assigned to” is accurately assigned.
    3. Set status to “Closed”
    4. Select “Update” to save the changes.

Questions?

 

Author: JW Madonna

Email: j[email protected]

Phone: 4078035005 x5005