On this page
When something goes wrong, you can raise a support ticket directly from your leader panel and follow the conversation there. This article covers how tickets work, what to do when you cannot sign in, and who to contact for what.
Where to find it
In the group leader panel at /org-admin, click Support in the sidebar (it opens /org-admin/support). This page lists your tickets and holds the New Ticket button.
There is also a public support form that works on every site without signing in, which matters if the problem is your sign-in itself.
Submitting a ticket
- Open Support and click New Ticket.
- Enter a Subject (a brief summary) and a Description with the details: what you did, what you expected, and what happened instead.
- Pick a Category: General, Billing, Refund, Technical, Course Content, or Account.
- Pick a Priority: Low, Medium, High, or Urgent.
- Optionally attach files, such as screenshots of the problem.
- Click Submit Ticket. Your provider's support staff are notified as soon as the ticket is created.
Tracking a ticket
The Support page shows your tickets with status tabs: All, Open, In Progress, Resolved, and Closed. Statuses are updated by the support team as they work on your request.
- Click a ticket to open the conversation.
- While the ticket is not closed, the page checks for new replies automatically, so staff answers appear without refreshing.
- Use the reply box to add information or answer questions.
- When your issue is sorted, you can click Close ticket yourself.
If you cannot sign in
- Use the Forgot your password? link on the sign-in page to reset your password by email.
- If that does not resolve it, send a message through the public support form. It asks only for your name, email, subject, and message, and needs no account.
- Remember that sessions are tied to the website address. If your account belongs to an organization with its own subdomain or custom domain, sign in on that site; signing in on the main site does not carry over.
Your organization or the training provider?
Who to contact depends on your setup:
- You belong to an organization. Its admins manage the organization's users, groups, and enrollments, so start with them for questions about membership, seats granted by the organization, or organization policy. Tickets you raise are also visible to your organization's admins, since your account belongs to their organization, so a ticket is often the fastest way to reach both them and the provider.
- Billing, refunds, technical faults, and course content belong with your training provider. Raise a ticket and pick the matching category so it lands with the right people.
- You are an independent leader with no organization. Everything goes to the training provider through the Support page or the public form.
Why did this happen?
Who can see my support ticket?
Your training provider's support staff are notified of every new ticket and handle it. If your account belongs to an organization, that organization's admins can also see and respond to tickets raised within their organization.
Why can't my organization's admin see my ticket?
Tickets are linked to the organization on your account at the time you create them. If you are an independent group leader with no organization, your tickets carry no organization and go to the training provider only.
What do the ticket statuses mean?
Open means it is waiting to be picked up, In Progress means someone is working on it, Resolved means the team believes it is fixed, and Closed means the conversation has ended. You can close your own ticket at any time with the Close ticket button.
Why can't I reply to my ticket anymore?
Once a ticket is closed, the reply box on that ticket goes away and the page stops checking for new replies. If the problem comes back, open a new ticket and mention the old one in the description.
Can I get help without an account or while locked out?
Yes. The public support form works on every site without signing in. It is the right path when the problem is the sign-in itself, or when a teammate without an account needs to reach the provider.
Related
For anything this knowledge base does not cover, the Support page in your panel or the public support form is always open.