How to Launch Chat Support

[#1]

SchoolMessenger Communicate, Groupcast, Presence, and CivicLive customers now have access to the new AI-Powered PowerSchool Assistant for chat and phone support. If you have a more complex question, our PowerSchool Assistant chat can seamlessly transfer you to live assistance.

How to access the New SchoolMessenger PowerSchool Assistant

All other PowerSchool products have Chat support that lets you quickly connect with a PowerSchool expert in real-time to provide immediate customer support by navigating to Contact Support in the main menu and then Launch Chat Support.  

The Support teams who offer Chat Support to all users of a product are listed below along with the direct link to the Chat Support form. 

PowerSchool Enrollment Family Support 

• Chat Support Hours: Monday-Friday 5:00 AM-5:00 PM PT
• Phone Support Hours: Monday- Friday 5:00 AM-5:00 PM PT

PowerSchool Mobile Family

• Chat Support Hours: Monday-Friday 5:00 AM-5:00 PM PT
• Phone Support Hours: Monday- Friday 5:00 AM-5:00 PM PT

Unified Talent 

• Chat Support:  
  • Applicant Support Chat 
  • Perform: Connect through the Perform help site 
  • Records: Connect through the Records help site 
  • Applicant Tracking (Hire, Hire Pro, Recruit and Hire): Connect through the Applicant Tracking help site 
• Chat Support Hours: Monday - Friday 5:00 AM - 5:00 PM PT

[swinter]

How do I gain access for my district to submit a help ticket?  I can access the screen, but when I click on information now, I am told I do not have access.  Please advise!

[SharonF4]

There are only certain people in your organization that can contact support on behalf of your district.  Most likely you do not have that access.  Speak to your System Administrator to find out who has access and they can open a case for you.

[SowmyaN]

@SharonF4 Thank you for jumping in to help other PowerSchool Community users.

@swinter 

Some resources in PowerSchool Community is accessible by all the users, while others are restricted to specific roles in a district such as the role of a Designated Support Contact or users with a PowerSource account.  

If you are unable to access a resource it is likely that the resource is only accessible by Designated Support Contacts of a district or by users with a PowerSource account.  In case you feel that you should have access to certain resources, I recommend reaching out to a Designated Support Contact of your district to request the access to be added to your account.

You can also send an email at businessoperations@powerschool.com and PowerSchool will work with the current Designated Support Contacts within your school district to request the access be added to your account.

For further information, please refer to our guide to Getting Started on PowerSchool Community for Designated Support Contacts (Technical Contacts).

[linda_percy]

Are you ever going to have a chat for PowerSchool Special Programs?

[KritiS]

Hi @linda_percy 

Thank you for posting in the Community.

Designated Support Contacts can connect with the Special Programs Support team using Live Chat.  The video in this article walks through this process.  You can navigate to the Chat Support page by hovering over Contact Support and selecting Launch Chat Support or using this direct link.  You'll want to make sure to select Special Programs in the Product field.

If you are not a Designated Support Contact, the article provides a list of PowerSchool solutions that offer chat support for all users.

[mnorman1]

I am the new SIS administrator and cannot access the chat or support ticket can someone help please??!

[BarbaraD2]

Are you the technical contact for your district?  If not, your technical contact is the only one who can access chat.

[mnorman1]

Yes I am supposed to be the techincal contact

[BarbaraD2]

If you have another technical contact in the district, I suggest having them add you as the technical contact for your district.

[Reshma]

Hi @BarbaraD2! thank you for jumping in and offering your assistance here!

@mnorman1, I will reach out to you through a case to discuss your access to the Case/chat portal in PowerSchool Community to avoid sharing any private information here.

[PMTSCL]

Good Afternoon, I was trying to set up an account for Paul Mitchell the school Clear Lake for the  counselor community site 

It was saying we already have an account with a former employee and I was trying to create a new one but it isn't working. Any help with this? 

[NinaRi]

Hi @PMTSCL,

Thank you for reaching out in the PowerSchool Community!

Can you please confirm that Paul Mitchell is using the school/district provided email address? If he is using his school/district provided email address, you can direct him here with information on How to Create a Community Account.

If the issue continues to persist, we suggest reaching out to your school's Designated Support Contact for further assistance. 

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

[JohanaA]

how do I restore something from the report queue that was already in trash but less then 90 days

[NinaRi]

Hi @JohanaA,

Thank you for posting in the PowerSchool Community! Can you please let us know which product you are using to restore something from the report queue?  This way we can take a closer look and determine your next steps.

[JohanaA]

@NinaRi I am using PS SIS

[NinaRi]

Hi @JohanaA,

To restore a deleted item in the report queue requires a PITR ( Point In Time Recovery) request to the PowerSchool Support Team. 

In this case, we suggest working with your school/district Designated Support Contact to submit a ticket and request a PITR.

Please make sure they provide the specific time of day ( within 5 minutes), and the Time Zone they want to revert back to on the support ticket.

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

[NHuque1013]

How can I create grade level in powerschool?

[NinaRi]

Hi @NHuque1013,

Thank you for reaching out in the PowerSchool Community!

To add grade levels to your PowerSchool SIS, you can perform the following steps. Navigate to Start Page> District Setup> Schools/School Information.

We suggest working with the Designated Support Contact(s) at your school/district to further assist you with this process.

[NHuque1013]

Dear Mam,

We would like to add Pre-school. Currently, we have KG which is "0" and our highest class is "6".

So, which number should we put for Pre-school because "00" is not working?

Please advice.

Thank you.

Kind Regards

Nayeem

[NinaRi]

Hi @NHuque1013,

Can you please let us know which PowerSchool Product you are using?  And, which area are you navigating to for this behavior?  This way we can take a closer look and assist you further.   Thank you!

[ColleenC]

I am having trouble getting Mark Records /Library of Congress access.I have been striking out so often,it slows down my work getting books in the system.Help please.

[NinaRi]

Hello @ColleenC,

Thank you for posting in the PowerSchool Community!  It appears the support engineers have made several attempts to reach out to you via a support case since February. However, there have been no responses. If you haven't received any updates or emails from the support team, please let us know.  This way we can ensure you receive important information regarding your cases.

In the meantime, can you please provide us with the following information:

1. The name of the PowerSchool Product you are using ( Enrollment, SIS, etc).

2.Can you please clarify what kind of trouble you are having when trying to access Mark Records/Library of Congress.  Are you getting an error message? If so, what is it?

3. Can you provide us a link and/or a screenshot to the area you are trying to access?

This way we can take a closer look into this to determine the root cause and help you work towards a resolution.  Thank you for your help while we take a closer look into this issue for you. 

[ahartley5000]

Hi! I’m a bit lost and frustrated. I need help from a human being from customer support, but for the life of me can figure out any way to get someone to help me. I want to ask about products I may want to personally use/buy as a teacher. My main goal is to get my personal curriculum and some sort of easily copied over alignment tool. I am at a private specialized school for academic remediation, so do not strictly adhere to the Texas TEKs. Please help me someone? Haha

[Aopisso1]

Hi There , 

I am having trouble with my rosters syncing to their correct teacher. My school just completed the miragtion to the new school year, but my K  kids are missing as well.  Is there someone who can assist me with this? Thanks so much. 

[CindyOp]

Hi @Aopisso1 

Thank you for reaching out to the PowerSchool Community.

PowerSchool Support is happy to assist you by phone or case for Unified Classroom Behavior Support.

Phone support is Mon-Fri 5 am-4 pm PT at 504-327-5351.

Cases may be submitted using the case form.

[#27]

SchoolMessenger Communicate, Groupcast, Presence, and CivicLive customers now have access to the new AI-Powered PowerSchool Assistant for chat and phone support. If you have a more complex question, our PowerSchool Assistant chat can seamlessly transfer you to live assistance.

How to access the New SchoolMessenger PowerSchool Assistant

All other PowerSchool products have Chat support that lets you quickly connect with a PowerSchool expert in real-time to provide immediate customer support by navigating to Contact Support in the main menu and then Launch Chat Support.  

The Support teams who offer Chat Support to all users of a product are listed below along with the direct link to the Chat Support form. 

PowerSchool Enrollment Family Support 

• Chat Support Hours: Monday-Friday 5:00 AM-5:00 PM PT
• Phone Support Hours: Monday- Friday 5:00 AM-5:00 PM PT

PowerSchool Mobile Family

• Chat Support Hours: Monday-Friday 5:00 AM-5:00 PM PT
• Phone Support Hours: Monday- Friday 5:00 AM-5:00 PM PT

Unified Talent 

• Chat Support:  
  • Applicant Support Chat 
  • Perform: Connect through the Perform help site 
  • Records: Connect through the Records help site 
  • Applicant Tracking (Hire, Hire Pro, Recruit and Hire): Connect through the Applicant Tracking help site 
• Chat Support Hours: Monday - Friday 5:00 AM - 5:00 PM PT

[#28]

SchoolMessenger Communicate, Groupcast, Presence, and CivicLive customers now have access to the new AI-Powered PowerSchool Assistant for chat and phone support. If you have a more complex question, our PowerSchool Assistant chat can seamlessly transfer you to live assistance.

How to access the New SchoolMessenger PowerSchool Assistant

All other PowerSchool products have Chat support that lets you quickly connect with a PowerSchool expert in real-time to provide immediate customer support by navigating to Contact Support in the main menu and then Launch Chat Support.  

The Support teams who offer Chat Support to all users of a product are listed below along with the direct link to the Chat Support form. 

PowerSchool Enrollment Family Support 

• Chat Support Hours: Monday-Friday 5:00 AM-5:00 PM PT
• Phone Support Hours: Monday- Friday 5:00 AM-5:00 PM PT

PowerSchool Mobile Family

• Chat Support Hours: Monday-Friday 5:00 AM-5:00 PM PT
• Phone Support Hours: Monday- Friday 5:00 AM-5:00 PM PT

Unified Talent 

• Chat Support:  
  • Applicant Support Chat 
  • Perform: Connect through the Perform help site 
  • Records: Connect through the Records help site 
  • Applicant Tracking (Hire, Hire Pro, Recruit and Hire): Connect through the Applicant Tracking help site 
• Chat Support Hours: Monday - Friday 5:00 AM - 5:00 PM PT