FAQ: SPPS Freshservice Transition

What has happened?

SPPS' Technology Services team has changed its IT service management (ITSM) application from ServiceDesk Plus (SD+) to Freshservice (FS).

Which groups provide services using this tool?

Here's the list.

When did this change take place?

SPPS made the transition to FS on December 27th, 2021.

How has this change happened?

We changed what happens when you type in servicedesk.spps.org in a web browser. If you have that bookmarked, the bookmark will work perfectly after the transition.

Any bookmarks you have within the old SD+ site (for example, bookmarks of specific templates) will not work as designed and will need to be recreated.

What will happen to open tickets in SD+?

Open tickets with Technology Services in SD+ will be ported to FS. New work will begin and be completed entirely in Freshservice. Groups outside of Technology Services will make their own choices on how to complete any work open in SD+.