Summary
This article explains how to contact your Customer Success Manager (CSM) and the Customer Success Team, follow up on unresolved support tickets, and escalate issues through the PowerSchool Community's Customer Connect portal.
Question
How can I contact my Customer Success Manager (CSM) or the Customer Success Team?
Answer
To contact Customer Success, use the PowerSchool Assistant. This is the best path to find answers and create a Success case to connect with the team. If you're already in the Assistant, continue the conversation and you will get an option to contact our Success team.
Question
What should I do if my support ticket is unresolved?
Answer
If your district has authorized you to work with PowerSchool Support:
- Log in to the PowerSchool Community.
- Hover over Support in the main menu and select Case Portal.
- Locate your case and add a comment or follow-up note to request an update or escalate the issue.
If there’s still no progress, contact your Customer Success Team for further assistance.
To contact Customer Success, use the PowerSchool Assistant. This is the best path to find answers and create a Success case to connect with the team. If you're already in the Assistant, continue the conversation and you will get an option to contact our Success team.
Question
How can I escalate a support issue?
Answer
To escalate a support issue, contact your The Customer Success Team. They can formally escalate the ticket on your behalf.
To contact Customer Success, use the PowerSchool Assistant. This is the best path to find answers and create a Success case to connect with the team. If you're already in the Assistant, continue the conversation and you will get an option to contact our Success team.
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