Table of Contents
Overview
How to Do It
Related Articles
Overview
If you’re experiencing an issue and/or were unable to find an answer to your question using our Knowledge Base, you can submit a ticket to our support team to get one-on-one guidance.
Submitting a detailed ticket to customer support helps us better understand the issue, minimizes any investigation back-and-forth, and ultimately aids in reaching a faster resolution.
How to Do It
Step 1: Click "Submit a Ticket".
Step 2:
Fill out all of the requested information with as much detail as possible.
What you need to fill out will depend on what you select for the “Problem Type”.
Email & Name
Input this information if it doesn’t automatically appear.
Product
Select the product you have a question about from the dropdown menu.
Tell us why you’re contacting us today.
Whichever option you choose will change the follow-up questions.
Choose from:
Question
If you have a question about how to do something but aren’t actively experiencing a problem.
You will also need to input a Subject and Description.
Problem - You’ve encountered an issue that needs to be investigated. Fields that only appear if you select “Problem” are listed below.
PROBLEM TYPE - Which category does this issue fall under?
SIS / Integration
Configuration Settings
Workflow / Proposal
Log-in/SSO
Application Performance
API
Knowledge Base Feedback
Product Limitation Issue
Navigating to / Identifying a Needed Feature
ENVIRONMENT - Are you experiencing this issue in Production, Staging, or both?
IMPACT - How is this impacting your business processes?
Idea
You have a product idea / feature request.
Subject
Briefly summarize your question or problem.
Description
Summarize the question or issue with as much detail as possible.
Tell us both the expected behavior as well as the observed behavior.
If possible, include the URL of the page (or the click-paths, e.g. Academic Scheduling > Reports > Rooms) where you have experienced the issue.
If submitting a problem, please include the browser you are using.
Step 3: Select “Upload Files” to attach a screenshot that captures the issue.
Step 4: Hit “Submit”.
