Before you start
Prepare the right information
- Collect the page URL, screenshot, student/package details, and what happened if available.
Workflow
Complete the task step by step
- 1
Open Support.
- 2
Create a new ticket.
- 3
Choose category and priority.
- 4
Explain what happened, what you expected, and any record involved.
- 5
Attach a screenshot if useful.
- 6
Reply in the ticket thread when support answers.
Expected result
What success looks like
The support tickets workflow is configured or understood, and the user knows the next dashboard step.
Public website impactNothing changes on the public website until an authorized user saves or publishes a setting that is designed to be public.
Troubleshooting
Common problems to check
- Internal platform notes are not shown to school users. Your staff see only support replies meant for your school.
Important
Keep these boundaries in mind
- Internal platform notes are not shown to school users. Your staff see only support replies meant for your school.