How to get help from support
Who can do this: Everyone
If you can’t find an answer here, raise a support ticket. Support aims to reply within one business day.
Raising a ticket
Section titled “Raising a ticket”Step 1: Click your name at the bottom of the left navigation.
Step 2: Click Help & Support.
Step 3: Click + Raise a ticket.
Step 4: Enter a Title that sums up the problem in a few words.
Step 5: Choose a Ticket Type:
| Type | Use it for |
|---|---|
| Issue | Something isn’t working as you expect |
| Bug | Something is broken or showing an error |
| Feature | A request for something new |
| Other | Anything else |
Step 6: Optionally, add a Description with more detail.
Step 7: Click Raise a ticket.
A confirmation reads Ticket added successfully.
Tip: Include what you were trying to do, what happened instead, and the name of the course or learner involved. A ticket with those three things can usually be fixed without anyone having to come back to you with questions.
Tracking your tickets
Section titled “Tracking your tickets”The Help & Support page shows:
| Area | What it shows |
|---|---|
| Active tickets | Open tickets, each with its ticket ID, title, type, status and when it was last updated |
| Ticket history | Every ticket you’ve raised, with its Type, Status and Last Updated time |
Click a column heading in Ticket history to sort by it.