Technical Contacts and SSO-Enabled Users can view our demo video showcasing enhanced features for managing support inquiries, highlighting how to utilize the AI assistant and live chat for a more efficient experience.
FAQs
Q: Can I still use the old Launch Chat Support feature under the Support menu?
A: We have transitioned to our new, modern chat experience through our new chat feature for all customers except for Higher Ed.
Q: Is there a cost to use this new feature?
A: This new AI-powered PowerSchool Assistant is part of our new support experience, and it is free for all customers who have access to Support.
Q: Will the Support hours stay the same?
A: This new AI-powered PowerSchool Assistant will be available 24/7. Support Hours will not change. Transfer to live agent will be available during the Support hours based on your product.
Q: What do I do if I don’t see the new PowerSchool Assistant chat widget on my product page?
- Browser settings
- Update Your Browser: Ensure you are using the latest version of your browser to access the latest features and security updates.
- Allow Pop-Ups: Enable pop-ups in your browser settings to ensure all features and notifications function correctly.
- If you still cannot see the chat widget, please email us at businessoperations@powerschool.com.
Q: Why does the chat automatically end when I select "Start New Chat" in the PowerSchool widget?
A: This issue may occur if district filters are not excluding talkdesk.powerschool.com from decryption in their filter program (e.g., Lightspeed). To resolve this, work with your IT team to ensure that the necessary adjustments are made in the filter program to exclude talkdesk.powerschool.com from decryption, which should prevent the chat from automatically ending.
Q: What is the best way to ask questions in the new chat feature?
A: As AI powers our new PowerSchool Assistant, it is best to keep questions brief and only ask one at a time. For example, it is best to ask, “How do I reset my password?” and not, “How do I reset my password and update my notifications?”
Q: What happens if I can’t find an answer to my question?
A: The PowerSchool Assistant will make several attempts to find the correct answer to your question by pulling from our resources on our PowerSchool Community. However, if it cannot find a helpful answer or understand your question, it will allow you to connect with a live support engineer.
Q: Why does the PowerSchool Assistant not offer "Ask a Question" for my product?
A: The PowerSchool Assistant will provide "Ask a Question" for products with approved content. We continue to work to approve content through the Assistant for each product.
Q: Will there be a case associated with my chat?
A: If your chat requires assistance from a Support engineer, a case will be created.
