How to Submit a Ticket in Freshservice - Ticketing Portal

Overview

Submitting a ticket in Freshservice ensures your IT issues or service requests are tracked and resolved efficiently. Follow these steps:

Step 1: Log into Freshservice

Open your browser and go to: https://ccspokane.freshservice.com/support/home
Log in using your college account credentials.

Portal log in screen

NOTE: If you don’t log in, you’ll only be able to browse solution articles.

IT Support Center Portal page

Step 2: Choose the Right Type of Ticket

Report an Incident

Use this when something is broken, malfunctioning, or not working as expected. These are unplanned disruptions to IT services.

Examples:

Wi-Fi is down
Laptop won’t turn on
Outlook crashes when opening

How to Report an Incident:

On the dashboard, click “Report an Incident”
Fill out the "Report an Issue" form with a clear subject, detailed description, and any relevant attachments.

Report an Issue Request Form

Request a Service

Use this when you need something new or want to change an existing service.

Examples:

Need help accessing campus resources
Need software installed, uninstalled, or upgraded
Need Media equipment set-up assistance

How to Request a Service:

Click “Request a Service”
You’ll be taken to the Service Catalog, which is organized into categories based on your access level.

Step 3: Browse the Service Catalog

Accounts & Access

Use for: Accounts and Access to Spokane Colleges' resources.

Examples:

Request access to file shares and security groups
Request ctcLink Campus Solutions or Finance Security roles
Request access to halFILE

NOTE: If you need help with logging in or resetting your password for your college account or ctcLink, call the IT Support Center directly for ID verification. (509) 533-4357 option #2.

Hardware, Software & Phones

Use for: Requesting help with physical devices or software

Examples:

Request equipment to be moved, surplus, or installed
Softphone support (MiCollab)
Support regarding how to use an IT device or service

Microsoft 365 Resources (Employees Only)

Use for: Access to Teams, OneDrive, SharePoint, etc.

Website & Development

Use for: Website updates, development requests, or accessibility updates to a Spokane Colleges’ website

Other IT Requests

Use for: Anything that doesn’t fit the above categories

Step 4: Submit the Ticket

After filling out the form, click “Submit” or “Place Request”.
You’ll receive a confirmation email with your ticket number, like below.
It will come from IT Ticketing <helpdesk@ccspokane.freshservice.com>
It will have a button with your ticket number SR-******.
Click it, and it will take you directly to your ticket

Step 5: Track Your Ticket

Click on the "Tickets" tab in the top navigation bar on the IT Support Center portal page to view status updates, add comments or attachments, and respond to technician questions.