Support Contacts (Enterprise)

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.  Their names are listed when members of your organization click the question mark in the upper-right corner of their Schoology accounts. 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.

Add or Remove Contacts

  1. Click System Settings on the left side of your System Admin account
  2. Click the Support Contacts area that displays below System Settings.
  3. Click the Edit button.
  4. Click the Select contacts button.
  5. Select up to three (3) System Admin users in the list.
  6. To deselect users, click their names.
  7. Click Submit to complete the process.

Contacting Schoology Support

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 the question mark in the upper-right corner next to your name.
  2. In the pop-up window, you will see your options for contacting Schoology Support in the Premium Support Options 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 the question mark in the upper-right corner next to your name.
  2. In the pop-out window, you will see your options for contacting Schoology Support in the Premium Support Options field.
  3. Click the Client Advisor link to chat with one of our Client Advisors at the Schoology Support desk in real time.
  4. Alternatively, click on the Live Chat box in the lower right corner of your screen.
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 System Settings on the left side of your home page. 
  2. On the System Settings landing page, scroll down to the Help Center Link row.
  3. Below where you've entered your custom help center link, click Schoology Support Info.

  4. Click Chat with one of our client advisors.
  5. This opens the chat window in the lower-right corner of the screen.
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