Signing Up The first time you use this service portal you'll need to sign up for an account. The portal can be accessed at https://csuoee.freshservice.com/support/home Click on the Sign Up link. (In the top right corner of the screen) Fill out the form with your First Name, Last Name and CSU Email Address. Verify that you're not a robot by clicking the checkbox. (You may have to validate with an image check.) Click Register. When you get the confirmation email click on the link. Signing In You are able to use your CSU eID/NetID to sign after you've created an account using your CSU email address. Click on Login. (In the upper right part of the screen, right next to the SIGN UP button.) Click on the Log in using CSU eID/NetID button. You'll be redirected to the CSU eID/NetID Login page. Enter your CSU eID/NetID on the page and click Login.

There are multiple ways that you can submit an incident ticket intended for any of the groups using FreshService. The one used most often is sending an email to the helpdesk email address: oee_helpdesk@colostate.edu. If you aren't able to send an email you can also submit a ticket using the Office of Engagement and Extension support portal and clicking on the Ask a Question or Submit a Ticket buttons.     The new page that loads will look similar to the screenshot below: To submit a ticket, you are required to enter an Email Address for the requester. If you are currently logged in as a requester then your email will automatically populate here. If you are not signed in, then you will be prompted to also add your Name. Once you submit your ticket a requester account will be created on your behalf. Following that are the Request Type and Description fields. These are like the subject and body of an email. The request type will become the basic subject of the ticket, and the description will give more details on the issue or question. It's very helpful to include as much information as possible. Some suggestions are: When did the issue started occurring? Is it affecting multiple people and if so, whom? What steps you have already taken to try to solve the issue or answer the question? Is the issue time sensitive, or impacting your ability to get work completed? How you prefer to be contacted if that preference is anything other than email? Is there a particular person or group you have worked with before on this issue or question, or a similar one? Optionally, if you have a requester account with assets assigned to it, you can also associate a particular asset to the ticket as well. This helps with indicating which equipment is having a problem or needing support. Once you have entered this information, click on the Submit button to finish entering the ticket into the system. You will receive an automated email response acknowledging receipt of the ticket, and an Agent will reach out to you as soon as possible. Thank you!

Greetings Office of Engagement and Extension Colleagues! To provide you with the best support possible, when you need IT related support, please either submit a ticket from the support portal at https://csuoee.freshservice.com/support/home or send an email to oee_helpdesk@colostate.edu. If you know that the support request is something normally handled by a particular individual, please CC them in the message and the ticket will routed to them.  For other IT-related requests, no CC is necessary, and the ticket will be routed to the general IT queue and triaged by our Freshservice administrator.