What information should I include in a support ticket?


Do you want to limit back-and-forth in your support tickets? We do, too! When submitting a ticket to the Schoology Help DeskP.L.E.A.S.E. follow our best practices to include the most helpful information that will lead to more efficient interactions with our Support Team!


P — People Impacted

  • What are the names, roles, and email addresses of the impacted user(s)?
  • How many people are impacted? Is this just one student? Multiple students in one course? All teachers in your organization?

L — Links

  • Provide links to where the issue is occurring
  • Provide the step-by-step clicks you took to view the behavior or error

E — Expected Behavior

  • What are you trying to accomplish?
  • What are you expecting to see occur?

A — Actual Behavior

  • What is actually happening?
  • What is the problem or question? 

S — Screenshots/Screencasts

  • The more visuals, the better! 

E — Effect on workflow

  • How does this inquiry affect your workflow?
  • Does the issue interfere with daily tasks? 
  • Are there any deadlines that are threatened by the issue? Are grades due? Is there a scheduled test?



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