How do I view contact options in the Impact Support Center?
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 right 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 dependent 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 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] and your help tickets [6].
Open Email Form
To submit a help request email, click the Email button.
Fill out email template
In the Email form, enter a summary in the Summary field [1].
To select a help topic, click the Topic drop-down menu [2].
If you have a file to attach, you can add your file in the Attachment field [3].
Enter a description of the issue in the Description field [4].
Indicate the severity of the issue using the Severity drop-down menu [5]. You can choose Blocker, Major, Minor, and Enhancement.
Specify the instance where you see the issue using the Environment drop-down menu [6]. You can choose Staging, Production, or both.
To send the email, click the Send email button [7].
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?
