Introducing Kean IT Online Support Portal
(Powered by FreshService)
Overview
The IT Office uses FreshService to manage and resolve all technology-related issues across campus. This platform allows users to submit requests, report problems, and communicate directly with IT staff in one centralized location.
The portal is available to all faculty, staff, and students, and can be accessed through helpdesk.kean.edu.
Purpose
FreshService improves the efficiency of IT support while providing a simple, user-friendly experience. The portal ensures fast, clear communication between you and our technicians and helps route requests to the right team.
Who Is This For?
FreshService is intended for all students, faculty, and staff at Kean University who need assistance with IT-related issues.
What Can I Do On The Help Desk Support Portal?
- Search the Solutions Knowledge Base
- Find answers and step-by-step instructions for common issues.
- Submit Service Requests
- Request equipment, software installations, or account/access changes.
- Create a Ticket
- Report an issue affecting you or someone else using a simple online form.
- Track and Update Tickets
- View your tickets, add notes, and communicate with IT staff.
- Manage Your Profile
- Update your information to help us better assist you (e.g., availability).
- Supervisor Approvals
- Supervisors can review and approve requests when required.
- Employee Onboarding (Managers)
- Hiring managers can submit requests for new employee setup and resources.
- View Announcements
- Stay informed about service updates and planned outages.
Common Questions
Can I still call IT for help?
Yes. The Help Desk phone lines remain available 24/7 at 908-737-6000
How will I receive updates?
You will receive email notifications for all ticket updates. You can reply directly to these emails to add information or communicate with IT staff.
Can I still email IT support?
No. The IT Office no longer accepts tickets via email.
All requests must be submitted through the FreshService portal or by contacting the Help Desk (phone or in person). The system automatically routes tickets to the appropriate team. >
Additional Information
For more information on how to get started with the Help Desk Portal, check out the "Getting Started" section of our Solutions base, or click on any of the guide links below:
- Support Portal Introduction Videos
- Submitting and reviewing tickets
- Editing your profile
- Definitions for terms on the portal>
FreshService also provides its own user guide PDF (attached to this post), though its example screenshots use a different layout from our website.
NOTICE:
The portal can still receive tickets even after hours. However, our normal hours of operation still apply. IT can only offer support for requests within hours of operation.
Due to security policies and FERPA regulations, you will still have to call the office for issues related to password resets. Please do not send your passwords to anyone.