How to Launch Chat Support

For the fastest results, we encourage you to try our Chat Support! Chat support lets you quickly connect with a PowerSchool expert in real-time to provide immediate customer support.  

Designated Support Contacts can launch chat for Support teams that offer Chat 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. 

This video below guides Designated Support Contacts through our process of launching Chat Support and can also guide users on how to complete the fields within all Chat Support forms. 

 

 

 

 

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

Unified Classroom

  • Chat Support Hours: Monday-Friday 5:00 AM-5:00 PM PT 
  • Phone Support Hours: Monday-Friday 4:00 AM-9:00 PM PT, Saturday 8:00 AM-5:00 PM PT

Learning

  • Chat Support Hours:  Monday - Friday 5:00 AM-5:00 PM PT
  • Phone Support Hours: Monday - Friday 6:00 AM-6:00 PM PT

 

Unified Insights - Student 

  • Chat Support Hours: Monday-Friday 5:00 AM-5:00 PM PST 
  • Phone Support Hours: Monday-Friday 4:00 AM-9:00 PM PST 

 

Unified Talent 

  • Chat Support:  
    • Applicant Support Chat 
    • Perform: Connect through the Perform help site 
    • RecordsConnect 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
Comments

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!

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.

@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).

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

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.

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

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

Yes I am supposed to be the techincal contact

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

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.

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? 

 

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! 

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

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.

@NinaRi I am using PS SIS

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!