When a user opens the Support Center they are first presented with context-sensitive help suggestions relevant to their role. If they cannot find the help they need to resolve their query or need to escalate their request, they can reach out to your institution’s help desk using the contact options at the bottom of the Support Center via email, phone, and/or live chat.
These options can be made available depending on the user’s role (e.g. student- or faculty-specific help desk) and day of the week/time of day (e.g. in-house support during office hours, external support outside of office hours). Based on these settings, the user is routed to a specific email address/phone number/chat
Open Impact Support
In the Impact Dashboard, click the Support icon.
View Help Window
View the Impact Dashboard help window.
You can search for help resources [1], select help topics [2], view suggested help documents [3], and submit a help request [4].
You can also view additional resources [5].
Open Email Form
To submit a help request email, click the Email button.
Fill out email template
Choose the option that best describes your issue.
Complete the short questionnaire to help Impact Support better understand the actions you have already taken. To improve the quality and timeliness of the response to support tickets, please include the information below when possible:
- Summary [1]: Briefly describe the issue.
- Impact Functional Area [2]: Select the function area the issue is in.
- Description [3]: Please provide a detailed description of the issue.
- Priority [4]: Select a priority level for your request.
- Attach a file [5]: Attach any files, screencasts, or screenshots of the problem.
To submit the ticket, click the Send email button [6]. The support team will respond to your request as soon as they can.
Open Contact Call Window
To view the phone number and call Impact Support, click the Call button.
View Contact Call Information
To view the phone and reference numbers, click the Reveal phone number and reference button [1].
When you click the button, Impact support receives an email with the same contextual and system information included in email-based requests. Additionally, you can view the help desk phone number [2] and your reference number [3].
Open Suggest A Feature Window
To initiate a conversation about a desired Impact improvement or enhancement, click the Submit a feature button.
Suggest an Idea
To create a new idea, click the Suggest an idea button.
Note:
- You must be logged into the Instructure Community to suggest an idea.
- For more information on submitting an idea, visit this guide, How do I create a new idea conversation in the Instructure Community?
