How to Launch Chat Support

[#1]

At PowerSchool, we’re dedicated to offering the tools and support you need to succeed. Our Chat Support experience combines AI technology with seamless access to live support, making it easier to get quick answers or personalized assistance. With our enhanced chat features, you’re always connected to the right resources for a smooth support journey.

Key Features

• Instant Answers: Receive instant answers to common questions with our AI-powered assistant, available now for SchoolMessenger, PowerSchool SIS, Unified Talent, and Enrollment. Additional products will gain AI support in 2025. 

• Seamless Transition: Switch effortlessly between AI assistance and live chat support.

• Case Management: Easily view and manage your cases through the chat window or Case Portal.

Accessing Chat Support

1. Log into the Community: To ensure the best experience, it is important that you log into the PowerSchool Community. Logging in confirms your level of access to support features. If you are not logged in, you will see support options for parents, students, and applicants, as well as for staff members of SchoolMessenger CMA, K-12 Social, and PermissionClick.
2. Navigate to Your Product: 
   • Hover over "Products" in the main menu on the PowerSchool Community homepage.
   • Select the product you need support for from the dropdown menu.
3. Open the PowerSchool Assistant: Click "Start New Chat" in the PowerSchool Assistant on the right side of the product page to begin.

Using the PowerSchool Assistant

1. Select Your Product: After clicking "Start New Chat," you’ll be prompted to select the product you need help with.

2. Follow the Guided Flow: Depending on the product, the assistant will guide you through the next steps.

   • Ask a Question: Enter your question to get instant answers from the AI.
   • View Existing Case: Use this feature to look up the status, subject, last comment, and conclusion by entering the case number. For users with access to the Case Portal, you can also select Case Portal to view all cases in one place.
   • Log a Case: When logging a case, you will be prompted to enter additional details for our Support Engineers. You will then confirm the account associated with the case and receive a case number for tracking. Users with access to the Case Portal to add comments or attachments to the case.
   • Talk to a Support Engineer: If you need real-time assistance, this feature allows you to connect with a live Support Engineer. Enter the details of your issue, confirm the account, and you’ll be routed to a Support team member for help.

Video for All Users

Check out our demo video tailored for parents, students, and applicants. This video walks you through the new chat features and shows how to access support effectively.

Video for Technical Contacts and SSO-Enabled Users

Technical Contacts and SSO-Enabled Users can view our demo video showcasing enhanced features for managing support inquiries, highlighting how to utilize the AI assistant and live chat for a more efficient experience.

FAQs

Q: Can I still use the old Launch Chat Support feature under the Support menu? 

A: We have transitioned to our new, modern chat experience through our new chat feature for all customers except for Higher Ed.

Q: Is there a cost to use this new feature? 

A: This new AI-powered PowerSchool Assistant is part of our new support experience, and it is free for all customers who have access to Support.  

Q: Will the Support hours stay the same? 

A: This new AI-powered PowerSchool Assistant will be available 24/7.  Support Hours will not change. Transfer to live agent will be available during the Support hours based on your product. 

Q: What do I do if I don’t see the new PowerSchool Assistant chat widget on my product page?  

• Browser settings 
  • Update Your Browser: Ensure you are using the latest version of your browser to access the latest features and security updates. 
  • Allow Pop-Ups: Enable pop-ups in your browser settings to ensure all features and notifications function correctly. 
  • If you still cannot see the chat widget, please email us at businessoperations@powerschool.com.  

Q: What is the best way to ask questions in the new chat feature? 

A: As AI powers our new PowerSchool Assistant, it is best to keep questions brief and only ask one at a time. For example, it is best to ask, “How do I reset my password?” and not, “How do I reset my password and update my notifications?” 

Q: What happens if I can’t find an answer to my question? 

A: The PowerSchool Assistant will make several attempts to find the correct answer to your question by pulling from our resources on our PowerSchool Community. However, if it cannot find a helpful answer or understand your question, it will allow you to connect with a live support engineer.  

Q: Why does the PowerSchool Assistant not offer "Ask a Question" for my product? 

A: The PowerSchool Assistant will provide "Ask a Question" for products with approved content. We continue to work to approve content through the Assistant for each product.

Q: Will there be a case associated with my chat? 

A: If your chat requires assistance from a Support engineer, a case will be created.

[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.

[sinmao]

In PowerSchool Assistant, "You can contact a live agent for assistance by calling Support at 18559550946 or starting a live chat with an agent using the provided link." there isn't a link to click on.

[#28]

At PowerSchool, we’re dedicated to offering the tools and support you need to succeed. Our Chat Support experience combines AI technology with seamless access to live support, making it easier to get quick answers or personalized assistance. With our enhanced chat features, you’re always connected to the right resources for a smooth support journey.

Key Features

• Instant Answers: Receive instant answers to common questions with our AI-powered assistant, available now for SchoolMessenger, PowerSchool SIS, Unified Talent, and Enrollment. Additional products will gain AI support in 2025. 

• Seamless Transition: Switch effortlessly between AI assistance and live chat support.

• Case Management: Easily view and manage your cases through the chat window or Case Portal.

Accessing Chat Support

1. Log into the Community: To ensure the best experience, it is important that you log into the PowerSchool Community. Logging in confirms your level of access to support features. If you are not logged in, you will see support options for parents, students, and applicants, as well as for staff members of SchoolMessenger CMA, K-12 Social, and PermissionClick.
2. Navigate to Your Product: 
   • Hover over "Products" in the main menu on the PowerSchool Community homepage.
   • Select the product you need support for from the dropdown menu.
3. Open the PowerSchool Assistant: Click "Start New Chat" in the PowerSchool Assistant on the right side of the product page to begin.

Using the PowerSchool Assistant

1. Select Your Product: After clicking "Start New Chat," you’ll be prompted to select the product you need help with.

2. Follow the Guided Flow: Depending on the product, the assistant will guide you through the next steps.

   • Ask a Question: Enter your question to get instant answers from the AI.
   • View Existing Case: Use this feature to look up the status, subject, last comment, and conclusion by entering the case number. For users with access to the Case Portal, you can also select Case Portal to view all cases in one place.
   • Log a Case: When logging a case, you will be prompted to enter additional details for our Support Engineers. You will then confirm the account associated with the case and receive a case number for tracking. Users with access to the Case Portal to add comments or attachments to the case.
   • Talk to a Support Engineer: If you need real-time assistance, this feature allows you to connect with a live Support Engineer. Enter the details of your issue, confirm the account, and you’ll be routed to a Support team member for help.

Video for All Users

Check out our demo video tailored for parents, students, and applicants. This video walks you through the new chat features and shows how to access support effectively.

Video for Technical Contacts and SSO-Enabled Users

Technical Contacts and SSO-Enabled Users can view our demo video showcasing enhanced features for managing support inquiries, highlighting how to utilize the AI assistant and live chat for a more efficient experience.

FAQs

Q: Can I still use the old Launch Chat Support feature under the Support menu? 

A: We have transitioned to our new, modern chat experience through our new chat feature for all customers except for Higher Ed.

Q: Is there a cost to use this new feature? 

A: This new AI-powered PowerSchool Assistant is part of our new support experience, and it is free for all customers who have access to Support.  

Q: Will the Support hours stay the same? 

A: This new AI-powered PowerSchool Assistant will be available 24/7.  Support Hours will not change. Transfer to live agent will be available during the Support hours based on your product. 

Q: What do I do if I don’t see the new PowerSchool Assistant chat widget on my product page?  

• Browser settings 
  • Update Your Browser: Ensure you are using the latest version of your browser to access the latest features and security updates. 
  • Allow Pop-Ups: Enable pop-ups in your browser settings to ensure all features and notifications function correctly. 
  • If you still cannot see the chat widget, please email us at businessoperations@powerschool.com.  

Q: What is the best way to ask questions in the new chat feature? 

A: As AI powers our new PowerSchool Assistant, it is best to keep questions brief and only ask one at a time. For example, it is best to ask, “How do I reset my password?” and not, “How do I reset my password and update my notifications?” 

Q: What happens if I can’t find an answer to my question? 

A: The PowerSchool Assistant will make several attempts to find the correct answer to your question by pulling from our resources on our PowerSchool Community. However, if it cannot find a helpful answer or understand your question, it will allow you to connect with a live support engineer.  

Q: Why does the PowerSchool Assistant not offer "Ask a Question" for my product? 

A: The PowerSchool Assistant will provide "Ask a Question" for products with approved content. We continue to work to approve content through the Assistant for each product.

Q: Will there be a case associated with my chat? 

A: If your chat requires assistance from a Support engineer, a case will be created.

[#29]

At PowerSchool, we’re dedicated to offering the tools and support you need to succeed. Our Chat Support experience combines AI technology with seamless access to live support, making it easier to get quick answers or personalized assistance. With our enhanced chat features, you’re always connected to the right resources for a smooth support journey.

Key Features

• Instant Answers: Receive instant answers to common questions with our AI-powered assistant, available now for SchoolMessenger, PowerSchool SIS, Unified Talent, and Enrollment. Additional products will gain AI support in 2025. 

• Seamless Transition: Switch effortlessly between AI assistance and live chat support.

• Case Management: Easily view and manage your cases through the chat window or Case Portal.

Accessing Chat Support

1. Log into the Community: To ensure the best experience, it is important that you log into the PowerSchool Community. Logging in confirms your level of access to support features. If you are not logged in, you will see support options for parents, students, and applicants, as well as for staff members of SchoolMessenger CMA, K-12 Social, and PermissionClick.
2. Navigate to Your Product: 
   • Hover over "Products" in the main menu on the PowerSchool Community homepage.
   • Select the product you need support for from the dropdown menu.
3. Open the PowerSchool Assistant: Click "Start New Chat" in the PowerSchool Assistant on the right side of the product page to begin.

Using the PowerSchool Assistant

1. Select Your Product: After clicking "Start New Chat," you’ll be prompted to select the product you need help with.

2. Follow the Guided Flow: Depending on the product, the assistant will guide you through the next steps.

   • Ask a Question: Enter your question to get instant answers from the AI.
   • View Existing Case: Use this feature to look up the status, subject, last comment, and conclusion by entering the case number. For users with access to the Case Portal, you can also select Case Portal to view all cases in one place.
   • Log a Case: When logging a case, you will be prompted to enter additional details for our Support Engineers. You will then confirm the account associated with the case and receive a case number for tracking. Users with access to the Case Portal to add comments or attachments to the case.
   • Talk to a Support Engineer: If you need real-time assistance, this feature allows you to connect with a live Support Engineer. Enter the details of your issue, confirm the account, and you’ll be routed to a Support team member for help.

Video for All Users

Check out our demo video tailored for parents, students, and applicants. This video walks you through the new chat features and shows how to access support effectively.

Video for Technical Contacts and SSO-Enabled Users

Technical Contacts and SSO-Enabled Users can view our demo video showcasing enhanced features for managing support inquiries, highlighting how to utilize the AI assistant and live chat for a more efficient experience.

FAQs

Q: Can I still use the old Launch Chat Support feature under the Support menu? 

A: We have transitioned to our new, modern chat experience through our new chat feature for all customers except for Higher Ed.

Q: Is there a cost to use this new feature? 

A: This new AI-powered PowerSchool Assistant is part of our new support experience, and it is free for all customers who have access to Support.  

Q: Will the Support hours stay the same? 

A: This new AI-powered PowerSchool Assistant will be available 24/7.  Support Hours will not change. Transfer to live agent will be available during the Support hours based on your product. 

Q: What do I do if I don’t see the new PowerSchool Assistant chat widget on my product page?  

• Browser settings 
  • Update Your Browser: Ensure you are using the latest version of your browser to access the latest features and security updates. 
  • Allow Pop-Ups: Enable pop-ups in your browser settings to ensure all features and notifications function correctly. 
  • If you still cannot see the chat widget, please email us at businessoperations@powerschool.com.  

Q: What is the best way to ask questions in the new chat feature? 

A: As AI powers our new PowerSchool Assistant, it is best to keep questions brief and only ask one at a time. For example, it is best to ask, “How do I reset my password?” and not, “How do I reset my password and update my notifications?” 

Q: What happens if I can’t find an answer to my question? 

A: The PowerSchool Assistant will make several attempts to find the correct answer to your question by pulling from our resources on our PowerSchool Community. However, if it cannot find a helpful answer or understand your question, it will allow you to connect with a live support engineer.  

Q: Why does the PowerSchool Assistant not offer "Ask a Question" for my product? 

A: The PowerSchool Assistant will provide "Ask a Question" for products with approved content. We continue to work to approve content through the Assistant for each product.

Q: Will there be a case associated with my chat? 

A: If your chat requires assistance from a Support engineer, a case will be created.