Submit a Help Desk Ticket

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Objective: Learn to submit a ticket in the help center.

Notes: Many schools have a protocol for submitting tickets and prefer that teachers and families reach out to the school help desk directly. Please follow your school protocol for contacting the StrongMind help desk. 

 

Note: You must be signed in to submit and track tickets. Any tickets. submitted without signing in will not be attached to any particular user and will not be auto-applied to a Help Desk agent. 

 

Signing In

  • Select Sign In from the home page of the Support Site. 

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  • If you are new to the Support Site, Select Sign Up and follow the prompts to make an account. 

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Submitting a Ticket for a Bug or Requesting Technical Assistance

  • Sign In
  • Select Submit a Request from the home page of the Support Site.

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  • Select the first option from the menu, I would like to report a bug / issue or request support.

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  • Complete the form thoroughly. Be sure to cc your Customer Success Manager and give as much detail as possible. 

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  • Include a direct URL of the bug or issue and attach any screen shots or screen recordings that demonstrate the problem.

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Submitting a Ticket for an Error or a Curriculum Question

  • Sign In
  • Select Submit a Request from the home page of the Support Site.

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  • Select the second option from the menu, Is there an error or question regarding curriculum.

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  • Complete the form thoroughly. Be sure to cc your Customer Success Manager and give as much detail as possible. 

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  • Include the specific location of the error or curriculum questions and attach any screen shots or screen recordings that demonstrate the issue.

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Submitting a Ticket for Feature or Modification Request

  • Sign In
  • Select Submit a Request from the home page of the Support Site.

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  • Select the third option from the menu, Feature Request or Modification.

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  • Complete the form thoroughly. Be sure to cc your Customer Success Manager and give as much detail as possible. 

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  • Include a detailed account of the changes or additions you are requesting, as well as the problem it would be solving and who would be impacted. 

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Tracking a Submitted Ticket

  • Sign In
  • Select Requests from the dropdown by your name.

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  • You can see the status of your ticket, the ticket number, as well as last activity on the ticket.

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Screenshot_2023-04-17_at_5.19.16_PM.png  View the Submitting a Help Desk Ticket Video below. 

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