Help Desk

Help Desk

Self-Support Portal

Visit the Technology Help Desk's Self Support Portal to find solutions to common problems, view current IT status/outage information, or log a request with the Help Desk (Franklin University login required).

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While pursuing an education at Franklin University, students will be using some of the latest technology available. To help students maximize the benefits of this technology, we offer the support of the Technology Help Desk. Available by telephone, email, and live chat, the Help Desk is able to assist with the following:

  • Retrieving usernames and passwords (identity verification required)
  • Accessing and utilizing email
  • Accessing and utilizing myFranklin online resources
  • Connecting to Computer Science servers
  • Utilizing basic software applications required by the University
  • Questions about basic computer literacy
  • The Help Desk also offers remote desktop connection sessions for additional assistance.

The Help Desk requires a few identifying pieces of information when a student calls, sends an email, requests a chat session, or submits an incident request through the self-support portal, including:

  • First and last name
  • Description of problem(s)
  • Course problems: course name and section number
  • Application errors (in a web browser or in the operating system): exact error message, the task being performed when the error occurred, the number of times the problem has occurred, and whether the computer has been rebooted

This information will provide the technician an effective starting point within the troubleshooting process. Reminder: Students who do not meet the minimum application, OS, browser or hardware specifications as listed in the Online Learning Technical Requirements risk not receiving assistance from the Help Desk. Please see our Knowledge Base & Contact Information below for information on how to contact us.

Please click here for current and historical IT outage and status update information.

Stuck? Our Knowledge Base includes, helpful links, frequently asked questions, and solutions to help advance your knowledge and make your computing experience as pleasant and productive as possible.

Can't find a solution in our Knowledge Base? You may also contact the Help Desk by phone, email, chat live with a technician, or create your own ticket.

Local: 614.947.6222
Toll Free: 1.866.435.7006

Work Request: Create your own ticket!

Email: helpdesk@franklin.edu

Instant Message: Chat live with a technician!

Our hours of operation are as follows: 
Monday-Thursday: 8:00 a.m. - 8:00 p.m. EST
Friday: 8:00 a.m. - 5:00 p.m. EST
Saturday: 9:00 a.m. - 1:00 p.m. EST
Sunday: 1:00 p.m. - 5:00 p.m. EST

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