When should I post in the Community and when should I contact Support?

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When should I post in the Community and when should I contact Support?

Community Manager

Here are some tips on when to post in one of the forums in our Community and when to use Contact Support.

 

Please note: These are not finite lists. They are general guidelines to help you figure out whether posting in a forum or contacting support is your best option.

 

Post in the Community, when you...

  • want to share ideas with others who use the same products
  • want to learn if others have experience with something you are trying out at your school
  • have a great resource or idea to share with others who are using our products
  • see a post where you have some expertise and can jump in to help with a response

Reach out to one of our product support teams when...

  • you have an issue that requires technical support
  • you have trouble accessing your account
  • your sites or your users are having trouble with access