Freshservice Portal Functions
When you visit hartwick.freshservice.com, you'll see this page after clicking the "login" link at the top right:
1. Clicking the "Browse help articles" button will take you to a page full of common issues, FAQs, guides, and documentation for common needs here at Hartwick College. We encourage everyone to peruse these various articles to see if there's an easy and quick solution to whatever you may need. In fact, if you're reading this, you're in our help articles page!
2. Clicking the "Report an issue" button is how you can create a ticket if you have an issue that can't be solved by reading our help articles.
You'll see a few fields to fill out, an option to attach a file (we love screenshots!), and a "submit" button.
The first required field is "Requester" which is simply your email address. If you've logged into the portal already, this should have auto-filled.
The second and third required fields are "Subject" and "Description", which are functionally no different than a subject and body of an email that you would send to us. Use these to describe your issue in as much detail as possible so we can pinpoint a solution quickly.
Use the "Attach a file" option to attach useful screenshots or pictures of your issue, if relevant.
A) We have several different categories to describe the various issues and systems we use here at Hartwick College. Try your best to guess where your issue might belong in these categories, but it is not required. This may help you get in touch with the right person to most quickly resolve your problem.
B) You can ignore the "associate assets" link unless your issue pertains to a Hartwick-owned computer that you know the system name of. If you do know the name of the computer, you can look it up in our database to give us even more helpful information.
C) Click the "Submit" button to finish creating your ticket. You will receive a confirmation email to the email address listed in the "requester" field. Make sure to check your spam folder!
3. Clicking the "hamburger" menu 
(stacked lines) in the top left corner of the page next to the Hartwick logo will display a few more options:
A) The "Home" button will bring you back to the main portal.
B) "Solutions" will take you to our help articles, just like the "browse help articles" button on the home page will do.
C) "Tickets" will take you to your collection of tickets that you've submitted, whether open or closed.
D) The "Service Catalog" feature is not currently in use as of this writing, and therefore should be ignored.
4. In the top right of the page you'll see our main support phone number which rings the front desk at the TRC. The little bell next to that is where you can see notifications regarding updates to your tickets. Clicking the icon with your last name's initial will give you the option to add information to your user profile, look at Freshservice-based announcements, or log out of your current account.
We hope that this guide helps you help us to help you! Working together to leverage Freshservice to its fullest potential will see quicker resolutions, better data, and fewer requests "falling through the cracks". Please let us know if you have any questions or concerns by calling our number or emailing 'technology@hartwick.edu'.
Thanks!
- Casey Holmberg '18
Assistant Director of the Technology Resource Center
holmbergc@hartwick.edu