1. Web Strategy and Support
  2. Web Updates
  3. Freshdesk Tutorial

Freshdesk Tutorial

Department web contacts use the Freshdesk ticketing system to request website updates. We’ll cover the steps to submit a ticket. Each step has a short video or you may view the full video tutorial. We'll also address frequently asked questions.

How to Submit a Ticket

  • 1

    Log in to Freshdesk

    1. Visit niu.freshdesk.com.
    2. Go to "Are you a customer?"
    3. Click "Login here."
    4. Click "Submit a ticket."
  • 2

    Request a Website Update

    1. Click "What would you like to do?"
    2. Select "Request a website update."
  • 3

    Select the Type of Request

    In the "What would you would like to?" dropdown, choose from "Create new page" or "Edit webpage(s)."

  • 4

    Choose the Type of Update

    Choose if you’re submitting an update for your department site or another department site.

  • 5

    Select the College, Division or Office

    Select the college, division or office the page belongs to:

    • College of Business
    • College of Education
    • College of Engineering and Engineering Technology
    • College of Health and Human Services
    • College of Law
    • College of Liberal Arts and Sciences
    • College of Visual and Performing Arts
    • Campus Recreation
    • Housing and Residential Services
    • Human Resource Services
    • Campus Dining Services
    • Enrollment Management, Marketing and Communications
    • Online Programs
    • Outreach, Engagement and Regional Development
    • Board of Trustees/Office of the President
    • Other division, office or department
  • 6

    List the Page URL(s) to Update

    List the page URL(s) you need updated in the "page URL(s) to be updated" field.

    If your update requires unique formatting, such as adding a button or adjusting a page layout, please include instructions in the "Enter a brief description of the update(s) you need" field. Otherwise, leave the field blank and prepare your edits in a Word document with track changes enabled.

  • 7

    Select Your Update Timeline

    Choose "make update as soon as possible (typical turnaround time is two business days)" or "make update on the date selected below."

  • 8

    Prepare Your Page Edits in a Word Document

    Here's how to prepare your page edits:

    1. Copy the page URL and text.
    2. Paste the page URL and text into a Word document.
    3. Enable track changes and make your edits.
    4. Save the Word document and upload it as an attachment to your Freshdesk ticket.
    5. Click Submit.
  • 9

    Tracking Your Update Request

    Each ticket has a number. You’ll receive an email confirming your ticket. A web team member may contact you for more information or with a suggestion to better meet web standards and best practices.

    You'll receive an email when your ticket has been resolved, usually within three business days. A web team member will contact you if your request requires additional processing time.

Frequently Asked Questions

How do I get access to Freshdesk?

Each NIU department has a web contact who updates their website. The contact person has access to Freshdesk to submit updates. Visit the website designated contacts page to find your department’s web contact. Each contact is required to complete web coordinator and annual refresher training on Blackboard. The web team will notify website designated contacts annually about training requirements. If your department needs to change the contact person who has Freshdesk access, please email webcommunications@niu.edu. The new contact person will receive an email on how to access web training on Blackboard.

How many employees from each department can have access to Freshdesk?

The web team asks each department’s leadership to designate one full-time employee to serve as their website's designated contact to have Freshdesk access. This helps reduce the risk of overlapping or conflicting updates, while allowing us to resolve Freshdesk tickets efficiently.

What’s the best way to describe updates?

If your update requires unique formatting, such as adding a button or adjusting a page layout, please include instructions in the "Enter a brief description of the update(s) you need" field. Otherwise, leave the field blank and prepare your edits in a Word document.

Copy the text you want to change and paste it into a Word document as plain text. Then, enable Track Changes and make your edits. Save the Word document, upload it as an attachment to your Freshdesk ticket and click Submit.

Contact Us

Web and Internal Communications
webcommunications@niu.edu