Frequently Asked Questions

How do I access the system? 

1. Browse to the Freshservice Support Portal.

2. Press login (top right-hand corner of the screen)

3. Hit the 'Sign in with SSO' button. 

4. Enter your LMU email address - please use your email address ending with ...@my.londonmet.ac.uk

After the initial login you will not need to enter credentials again. The system will automatically pass you through to the portal unless you sign out.

When will the system go live? 

We are excited to announce that the new system will go live for School Offices on 7 August and early in September for the ITS Department.  

Who will be using the system? 

All staff and students will use the system to obtain support from both the School Offices and ITS departments. School Offices will begin using the system for all support queries from August onwards and ITS will replace their existing support system with Freshservice at the beginning of September. 

Has the system been tested by students and staff?

Yes, the system has been tested by students and staff and feedback from the testing has been used to further improve the portal interface and usability. 

Will any training on the new portal be provided? 

Simple user guides are being provided to enable staff and students to self-train in the basics of the new portal. The guides for students can be found here on Student Zone. 

What are the main advantages and benefits of the new system? 

The categorisation of your support query will help ensure that it is routed directly to the team responsible for resolution. The portal facilitates slick and efficient communication and instant transparency on the status, history, ownership and progress of your enquiry. 

Can people still email the School Offices department? 

Freshservice will be the new way for all students and staff to interact with their School Offices, helping them more quickly get the support they need. If a user is not able to access Freshservice, they will have the option to email the current School Office inboxes', and this will be automatically forwarded to Freshservice. 

Will the email addresses for the School Offices remain the same? 

The email addresses for the individual School Offices will remain unchanged. 

Will third parties and Alumni need access to the system to raise a query or question? 

Third parties and Alumni will not need access to the system, they should continue to contact the University by email. 

How do I log and IT issue or request? 

Until the system is rolled out for ITS in September you should continue to log your IT related requests on the current self service portal.