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Find help: access the Support desk

Elizabeth
  • Updated

Summary

Everyone needs a hand sometimes: get technical support at LearnUpon.

These support features are available to all customers.

LearnUpon offers support for top-level portal admins through:

  • your Implementation Consultant and Customer Success Manager
  • the online Knowledge Base, available within the web application, and accessible online
  • the support team ticketing system, where you can submit a ticket for a technical problem.

See Find help: find and copy identifiers from your portal for tips about what info to provide in a ticket.

Access permissions

This feature is available to top-level admins only.

As a top-level admin, you can give LearnUpon access to:

  • the top-level portal only
  • any sub-level portals in their realm

After giving access as required, the admin can also revoke access.

The support desk is not available through white-label portal URLs. See White-label your portal with a custom URL.

For organizations with a white-label URL for learners, use your organization's subdomain.learnupon.com URL to log in, contact the support team, and submit a ticket.

First use of support: confirm your account

  1. Top-level admins can access Support from the roundel with initials or photo. Select Support from the drop down menu: see the next screenshot.

admin_avatar_and_profile_features_with_support_highlighted.png

  1. LearnUpon's support center opens a dialog to send a one-time confirmation email, to your email address. Select Send Confirmation Link.
  2. From the email, select the link in the message to confirm your account.
  3. Return to your portal and select Support, to open the ticketing system.

This process is required once per admin, per portal. 

Note: If you can't access the email address associated with your account - for example, your account is disabled - contact your Customer Success Manager or Implementation Consultant for help.

Submit a support request

This procedure follows the one-time confirmation message.

From your initials or photo select Support to open the ticketing system. In the system page, you can:

  • submit a request
  • view your own profile
  • search for existing requests

See the Support navigation options in the following screenshot.

screenshot_of_support_request_page_navigation.png

  1. From the top navigation select Submit a request to open a new request.
  2. In the request:
    • in CC, enter the email addresses of contacts you want to include in this message
    • enter a Subject line
    • provide a Description of the request: include portal name, the courses affected and the emails or usernames of users affected (not personal names)
    • add any Attachments to explain the issue
  3. When complete, select Submit to send the request.

Note: in CC, for admins include top-level admins only, rather than sub-portal admins. The support team can't respond directly to sub-portal admin requests.

See:

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