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4 weeks until launch day

Useful information as we prepare to launch the Digital Transformation pilot of FreshService

FreshService will be the replacement for RT (Request Tracker) from w/c 18 November. 

What to expect from launch day?

Simply put - a new, user friendly IT service management system (FreshService) to help you better manage IT support requests and work more efficiently.

The goal is to make the step-over from RT to FreshService as seamless, and well-supported, as possible.

We’ll do this by launching an v1 system that comprises of all the important features currently in use in RT, plus some added extras:

  • SSO integration meaning no additional usernames and passwords!
  • The first version of the IT knowledge base, containing information universally useful to IT support staff.
  • Customer-facing portal to raise IT requests and track their status.

What can you do to get ready?

FreshService is logical to use and has an intuitive UI that makes it easy to get familiar with. To help everyone prepare ahead of the 18 November, we will also provide details about resources and support to help ahead of the switchover:

  • Weekly communications to keep you up-to-date and informed.
  • Onboarding support – full details with shortly be shared by Vince Evans-Gutierrez (SDR2024 Project Manager).
    • FreshService demo – a guided walk-through of the new system to help people get familiar with the layout and key features.
    • Service Agent training to gain hands-on experience and get oriented with the system by FreshService experts.
    • Freshworks Academy – enrol to access a range of online courses. We recommend checking out ‘Freshdesk Agent Fundamentals first.
    • A ‘sandbox’ environment that IT support staff can use for self-guided exploration before switchover.    

What will happen to RT?

After the 18 November launch, new enquiries will be routed to create tickets in FreshService. RT will remain in an active but dormant state so IT support staff can manage their active tickets. 

The state and quality of the data in RT meant that a bulk migration into FreshService was not feasible. 

For tickets that are still active at launch, there will be a quick and simple process to allow IT support staff to forward tickets from RT to FreshService to continue working on them and responding to customers. 

Did you know?

  • The Nuffield Department of Medicine’s finance team launched the ESM in June.  Adopting the system took little time and has allowed the team to manage their work more effectively by removing their reliance on a single, shared inbox. Most importantly, they now understand more about the volume and complexity of their work – receiving 22,000 enquiries in the first 3 months!
  • You Service Agent licences will all be AI-enabled. Starting from early 2025, we expand the features and support so you can make the most of the AI benefits.
  • In the meantime, why not check out Freshworks’ AI online summit – it’s online, free to register – Tuesday 12 November
  • The new system will be integrated with the Core User Directory, meaning all Service Agents and Requestors will be identifiable and see tailored views of the system and portal based on their university affiliations.  

On this page

ESM Pilot