Learn how to submit a help desk ticket for curriculum and platform issues. 

Notes: There are two ways to submit help desk tickets as of 01/01/2026; via support site or via StrongMind Central. Only organizations who have enabled StrongMind Central will have that submission option. 

All ticket submissions are now role specific. You will select your role and relevant fields will populate. The more detailed your provided information, the more efficient the resolution time. 

Related Article: Creating a Support Site Account account

How-To Guide Option 1: Submit a Ticket Via the Support Site

NOTE: This option is available for all users and roles. You MUST be signed into an account to submit and track a ticket. Creating an account is free and easy. 

• Go to success.strongmind.com in your browser.

• Sign into your account.

• Select Submit a Ticket

• Title your ticket. The most Helpful Format for a title is "School-Product/Tool-Issue Keyword" For example "BrightCharter-Canvas-Login Problem".
• NOTE:  If a support site article aligns with the keywords entered, you will see a those articles auto-populate.

• Choose your role
• Note: Your role will determine the fields your ticket form populates. Some fields are optional. Complete them as applicable. 

• Enter School or Org name

• Select an issue from the drop down

• Enter your name or the name of the affected student or teacher

• Enter the course name, assignment name, and URL if applicable

• Select the device(s) you have used while experiencing the issue
• Enter any additional issues you can to make troubleshooting more efficient for the support team, like steps taken to address the issue and the outcome and how long this issue has persisted.

• It is HIGHLY RECOMMENDED that you include an assignment URL if you are having an issue in the course, as well as any attachments that would speed up resolution including screen shots and recordings that show the issue or error. 

• Select Create Support Request.

• You can view current and past support requests by selecting your profile. You must be signed in to see this menu. 
• Select your profile. Then, select Requests.

• Requests by date, ticket number, and status and made on the support site  will be listed here.

How-To Guide Option 2: Submit a Ticket Via StrongMind Central

NOTE: This option is only available to customers whose organization is set up in StrongMind Central,  (SMC). You must be logged into your SMC profile to review those tickets, and only tickets submitted in SMC will be visible in SMC.  

• Go to central.strongmind.com in your browser. Then, Log into your SMC account.

• Select Tech Support from the left navigation.

• Select Submit a Ticket

Note: Your login credentials automatically designates your role. The ticket form populates categories like name,  your organization, and your email based on that role. If you have multiple roles, please ensure you are signed into the appropriate account. 

• Give your ticket a subject. The most Helpful Format for a title is "School-Product/Tool-Issue Keyword" For example "BrightCharter-Canvas-Login Problem".

• Select an issue.

• Complete additional fields, if applicable, like course name, assignment name, and course URL. 

• Select browsers and devices used, and include details and attachments that clarify steps taken to troubleshoot and how long the issue has persisted. Screenshots and screen recordings make a huge impact on support efficiency. 

• Select Create Support Request when your form is complete.
   

• You can view current and past support requests made in SMC by selecting the Tech Support tab in the left navigation.