CDL Information Services and UC Courier Management ticketing systems migration from Footprints to Freshdesk

Why are the CDL Helpline and Courier Management ticketing systems migrating from Footprints to Freshdesk?

Due to cybersecurity concerns with the Footprints software, Footprints will be decommissioned on March 14, 2023. Instead, the CDL Helpline and Courier Management teams will use Freshdesk. Freshdesk offers a variety of benefits including a more modern, intuitive interface, better integration with other CDL support services, and forum spaces where users can cross-search and view tickets other users have submitted. 

Please note, current Footprints users will no longer be able access the Footprints system after the cutover date on March 14th, 2023). CDL will continue to cover the ticketing system license costs (now Freshdesk agent licenses) for both the CDL Helpline and Courier Management. 

What will CDL Helpline and Courier Management ticketing system users need to do to get started in Freshdesk?

CDL Helpline and Courier Management team members who wish to track, view, edit, and share their tickets with other users will need to register for a free Freshdesk customer account within the CDL Helpline customer portal. Please register for a free Freshdesk customer account at this link after March 14, 2023: https://helpline.cdlib.org/

Note: Link remains the same. Users who go to helpline.cdlib.org will see Freshdesk instead of Footprints starting March 14, 2023. 

What will happen to old CDL Helpline and Courier Management tickets and how will issues be tracked?

We will not migrate tickets from Footprints into Freshdesk, but plans are in place to ensure that no open ticket/issue will be lost during the migration. For the CDL Helpline, existing open tickets have been forwarded to CDL Acquisitions, which already has a workspace in Freshdesk. Further, a historical archive of CDL Helpline tickets will be created, stored, and made available for at least one year to CDL Helpline users upon request after Footprints is decommissioned. A historical archive of Courier Management Footprints tickets will also be created and delivered to the Courier Management team, to be stored and managed with the team after Footprints is decommissioned. 

What training sessions will be provided to CDL Helpline and Courier Management ticketing system users wishing to learn more about using Freshdesk?

To help CDL Helpline and Courier Management ticketing system users learn about the new functionalities of the Freshdesk ticketing system, there will be training sessions with the CDL Freshdesk experts in early March. An announcement on when these training sessions will be held will be coming soon. 

Please feel free to contact Kristen Chua <Kristen.Chua@UCOP.EDU> if you have any questions or comments about this ticketing system transition.