Summary
This article explains how to contact your Customer Success Manager (CSM), 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)?
Answer
If you're unsure how to contact your CSM, log in to the PowerSchool Community, navigate to the Customer Connect tab, and select Success.
Note: This section is accessible to Technical Contacts only.
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 Manager (CSM) for further assistance.
To find your CSM’s contact info, use the Customer Connect tab in PowerSchool Community and select Success (Technical Contacts only).
Question
How can I escalate a support issue?
Answer
To escalate a support issue, contact your Customer Success Manager (CSM). They can formally escalate the ticket on your behalf.
To find your CSM’s contact info, log in to PowerSchool Community, go to the Customer Connect tab, and select Success (Technical Contacts only).
Was this Article Helpful?
- Kudo this article if you found it helpful. It will help others find this resource.
- Comment directly on this article to request clarification or share feedback about the content of the article.
- Use the product-specific forum for questions not directly related to this article.
