Using the U of A Student Service Portal

Student Service Portal Quick Reference Guide

This guide demonstrates how to use the U of A student service portal to:


Log into the Portal

Screenshot of the Student Portal login screen

Navigate to the student service portal. Log in to Freshservice using your CCID.

Screenshot of the Student Portal login screen

Note: If you don’t have a CCID, go to Create a Student Service Portal Account.


Submit a Request or Form

If you need to submit a specific form or request (e.g., parchment reprint, submit loan application form) select the Student Services button.

Screenshot of the Freshservice student portal showing the student services option

Under Student Services select the service request item you’d like to submit. You can drill down into specific Student Service requests. For example, the below screenshot shows you how to find the “Loan Application Form.”

Screenshot of the Freshservice student portal showing where loan application form is located

Follow the instructions for the service item you’ve selected. Once you’ve completed the instructions click the “Place Request” button in the bottom right corner.

Note: Each service item has instructions specific to it, and will be routed to the right team.

You will receive an email that your request has been submitted. Future emails will be sent to your email as the request is addressed.

You’ll also be able to see your request on the portal.

Screenshot of the Freshservice student portal showing the open tickets list


Submit a Question

Navigate to the service portal and select the “General Inquiry” button.

Screenshot of the Freshservice student portal showing the general inquiry option

Fill out the General Inquiry form. Identify which kind of support you’re looking for.

Note: If you’re looking for help with a student matter select  “Student General Enquiry,” from “What kind of support are you looking for?”

You will receive an email that your request has been submitted. Future responses will be sent to your email as the request is processed.

Sample email received in response to a portal inquiry


Check on Your Tickets and Reply to a Ticket

Navigate to the service portal. Go to “My Tickets.” You’ll see a list of the tickets you’ve submitted and their current status.

Screenshot of the Freshservice student portal showing the list of open tickets

To get more details on a ticket you can select a specific ticket you want to check on. Here you can see the updates that have been made to your tickets and other details.

Screenshot of the Freshservice student portal showing the details of an open ticket

Reply to the ticket if you want to add additional details or answer a question. Alternatively, you can reply to the emails that you receive via email.


Create U of A Student Portal Account

Go to the sign up link in the upper right hand corner of the portal.

Screenshot of the Freshservice student portal showing the sign up option

Create your U of A Freshservice portal account by entering your name and email. Once you’ve entered the details select “Register.” Select “I’m not a robot” and fill in the “Captcha.”

You’ll receive a notification in your email enabling you to activate your account and create a password. Go to your email inbox and select “Activate account” on the activation email.

Screenshot of the Freshworks activation email

That link will return you to the portal. Once there, you can create and confirm your password and then select “Activate account.”

You’ll use your email and password to login to the Freshservice U of A Portal.

After activating your account, you’ll be taken to the portal and be able to access the “General Inquiry” form, a list of your “Open Tickets”, and the “Student Services” library.