FreshService Service Management Implementation

Highlights: As a core component of the Student Service Experience (SSE) initiative, the Office of the University Registrar partnered with Student Financial Services and Student Accounts to implement FreshService as our unified service management and ticketing system.

This platform addresses a critical operational gap that administrators navigated for years, moving our teams away from unstructured, shared email inboxes and into a streamlined, trackable system for managing student inquiries.

Students now have the ability to submit inquiries through a centralized portal, track the status of their requests in real-time, and access a robust library of self-service Knowledge Articles.

In addition to enhancing the student experience, the system provides our staff with automated routing, collaborative ticket management, and deep analytics to ensure inquiries are resolved accurately and efficiently.

Project Timeline: June 2023 – FreshService ticketing, request forms, and email migration officially launched

For more information regarding the FreshService implementation, please contact univregistrar@georgetown.edu.