Support Contacts (Enterprise)

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What Is a Support Contact?

Support Contacts are designated members in your organization or institution whose role is to relay questions, concerns, or ideas from their members to the Schoology Community or Schoology Support Team.  Support Contact names are listed when members of your organization click Support at the bottom of any page throughout Schoology. Additionally, the support contacts in Enterprise accounts have access to dedicated support from the Schoology Support Team, which they can access from the same location.

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Who is eligible to be a Support Contact?

A user can be designated as a Support Contact if:

  • His or her main school is the organization building. 
  • He or she is associated with a faculty role with the Administer School permission enabled.

These can be edited by a System Administrator in the School Management area under, Support Contacts.

A System Administrator can manage the organization's Support Contact list with the following steps:

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  1. Click Tools at the top of Schoology.
  2. Select School Management.
  3. Click Support Contacts on the left.
  4. Click the Select contacts button.
  5. Select up to three (3) System Admin users in the list. To deselect users, click their names.
  6. Click Submit to complete the process.

Contacting Schoology Support

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By Webform

Submit a ticket by navigating to support.schoology.com and clicking Submit a Request at the top of that page. For prompt troubleshooting assistance, please include:

  • A summary of the issue you are experiencing.
  • A link to the area where you are experiencing an issue.
  • A screenshot of the error message, if any. 

By Phone

Support Contacts have access to the Schoology Support phone number as well as your organization's unique code that allows you to connect with our Support team.

To call the Schoology Support desk as a Support Contact:

  1. Click Support at the bottom of any page in Schoology.
  2. In the pop-up window, you will see your options for contacting Schoology Support in the Schoology Help Desk field.
  3. Find the phone number and your organizations's unique support code in the Phone Support section. 

By Chat

Support contacts have access to the Schoology Support Live Chat feature. To reach our Support team via Live Chat:

  1. Click Support at the bottom of any page in Schoology.
  2. In the pop-out window, you will see your options for contacting Schoology Support in the Schoology Help Desk field.
  3. Click Live Chat to begin a live chat session with the Support Team.
Note: If your organization has added a custom Help Center link in this drop down, as the System Admin you can access the chat function from System Settings instead. To access Chat from System Settings:
  1. Click Tools at the top.
  2. Select School Management.
  3. Click System Settings on the left side. 
  4. On System Settings, scroll down to the Help Center Link section.
  5. Below where you've entered your custom help center link, click Schoology Support Info.

  6. Click Live Chat to begin a live chat session with the Support Team.

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