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Support - Help Us, Help You!
Support Form - Use this to submit tickets quickly!
ISE - isesupport@illuminateed.net
Here’s the info we need to help you!
Your name, district, school and role (system admin, district admin, teacher, etc.)
Illuminate site ID or unique URL
What is currently happening
What are you expecting to happen
A step-by-step process to reproduce the issue
If this is for a different account than the one associated with your name/email address, let us know
Give example student IDs or student names to help reproduce the issue
Attach files like screenshots and screencasts to help illustrate the issue
Do
Check the help documents for your product before submitting a ticket or asking for help
Use the right medium to get in touch with us
Chat: quick, straightforward questions geared toward teachers
Email: more complex, technical issues that require
Phone: timely issues that need to be resolved quickly
Don’t
Create a new ticket to update information on an existing issue, even if it’s taking a long time for us to get back to you; duplicate tickets in the system slow things down for everyone
Forward a long back-and-forth email to our support team without adding background information and a concise summary of what is going on
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