Unable to Launch Chat Support

[btrowell]

Hello,

I require access to launch Chat Support.  I am trying to change an administrators password but haven't been provided access, although I had submitted a ticket on November 29th and was told I should have access. The person looking after my support case was Arko Ghosh.

Thank you,

Brittany Trowell 

[NinaRi]

Hi @btrowell,

Thank you for posting in the PowerSchool Community!

We reached out to the Support Engineer working on your case, and they notified they responded in the ticket you created. 

In the future, can you create a new case if you haven't heard back from the Engineers in more than a week. It appears your current case was closed for more than a week, and they did not receive any notifications or any comments that were added after the deadline. 

Also, it is important to keep in mind cases will not reopen manually.

Please let us know if you have any more questions.  We will be more than happy to assist you!

[btrowell]

Thank you Nina for the response.  Do I still submit a ticket through regular email as per past practice or how do I submit a new ticket?

Brittany 

[JyotishkaB]

Hi @btrowell

You can re-open the closed case by adding a comment to it and the support should be notified.  You can also create a new case through the case portal if you want. This article will guide you with the steps for creating a case.