How do I ask a question in the community or create a tech support case?

Document created by Digital Support on Feb 2, 2017Last modified by Digital Support on Sep 1, 2017
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If you have a question you can't find an answer to in the community, you can Ask a Question or Create a Tech Support Case. Students and instructors can also live chat with tech support.


Create a Case or Live Chat

If you are logged out:

Below the Browse by Topic section of the Welcome page of the Instructor Support Community or College Student Support Community you should see a Contact Tech Support button.


 
Click on the button to expand the tech support contact form.


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As you fill out the form, check the article suggestions for helpful info.


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To proceed with the process for creating a tech support case, click Contact Tech Support.


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You can also contact tech support by live chat. Click SUPPORT ONLINE -- CHAT NOW.



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If you're logged in: 

You'll see the Case History tile at the bottom of the Welcome page of the Instructor Support Community or College Student Support Community. Click Create a Support Case.


Start filling in the form to see suggested articles. If you see an article that looks helpful, click it! Or, to proceed with the process for creating a tech support case, click Contact Tech Support.


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You can also contact tech support by live chat. Click Support Online -- Chat Now at the upper right of the form.



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Ask a Question

When you ask a question, tech support and your peers within the same community will be able to respond. Logged in instructors and college students can use the Case History tile to ask a question. Scroll down the Welcome page of the Instructor Support Community or College Student Support Community to see this tile when you are logged in.



As you type in your question, you will see suggested articles. Click on an article title to read more, click Next to view more suggested articles, or click Ask a Question to post your question to the community.


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What if no one answers my question?

After 12 hours, questions with no responses will automatically be sent to our tech support team. If you received a response from a community member, but still want to send your case to tech support, you can select the Create a Case option from the Actions menu in the upper-right corner of your question's screen.


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