July 28, 2023
Overview
As part of our efforts to streamline support services, we have been working diligently behind the scenes to implement new helpdesk software in time for the new school year. Changes to our helpdesk will go live this weekend.Support Contacts
In the Spring we asked clients to identify their designated support contacts for access to our new support desk. These users will receive an email prompting them to create an account where they will be able to access all tickets for your organization, submit new tickets and review content in our expanding knowledge base.The number of support contacts is dependent upon your support level (standard or premium). If you have not yet identified your support contacts, please reach out so that we can ensure continuity of support.
Product bulletin 128 - Changes to Edsby Support services effective August 2023
Submitting Tickets
While ticket submission via email will still be supported, we encourage all clients to use the "File a Ticket" form in the helpdesk portal. This will allow you to classify your request and set the priority, so that we may address urgent concerns more promptly.
How do I file a support ticket?
Tips for efficient helpdesk usage
Summary
We thank you for your patience during this transition and are more than happy to answer questions about new features and processes in our new support portal.