New Ticketing System - Stag Support

Information Technology Services is excited to announce that we are moving from our current ticketing system to a new service management platform from Freshworks called Freshservice, which will be branded as Stag Support.

Why are we moving to Freshservice?

• Unified and intuitive service catalog experience - Freshservice offers a modern, user-friendly service catalog that allows users to easily browse, search, submit and track, service requests from a single, centralized portal.
• Streamlined ticket submission for incidents and requests - Freshservice consolidates incident reporting and service requests into one seamless interface and includes a full catalog of services that can be requested from ITS.
• Automation and workflow efficiency – Freshservice includes powerful workflow automation tools that ensure faster routing of tickets to the right teams, automated approvals for some service requests and escalations to ensure timely resolution of issues.

What do I need to know?

• Stag Support will go live on August 29, 2025.
• All existing tickets in the current ticketing system will be migrated to the new system by the ITS team. If you have an open ticket, you do not need to resubmit it in the new system. You will receive an email with your new ticket number when the ticket has been migrated.
• Online resources are available to help familiarize yourself with Stag Support. We have created an FAQ article which is a great place to start exploring the new ticket system.

Keep an eye on FairfieldToday for more news about the transition to Stag Support. We appreciate your support during this transition and are excited to bring you a more efficient and transparent service experience.  

If you have any questions about our move to Stag Support please contact the ITS Help Desk by email at itshelpdesk@fairfield.edu or by phone at x4069.

Thank you,
The ITS Team