Ticket Submission Help

About

Submitting a clear and complete support ticket helps the support team resolve issues faster. Whether submitting a ticket for yourself or someone else, providing the right details the first time will reduce delays and avoid the need for follow-up questions.

This guide will walk through the key steps to take before and during ticket submission so the support team can assist as quickly as possible.

Instruction

Before Submitting a Ticket

1. Try Basic Troubleshooting First:
   1. Check the Knowledge Base for common solutions.
   2. Confirm that the issue is happening more than once.
   3. Try to recreate the issue using Incognito or Private Browsing Mode.
2. Take a Screenshot:
   1. If the issue continues, take a screenshot.
   2. Make sure the web address (URL) is visible in the screenshot — this helps the support team find exactly where the problem occurred.

Steps to Submit a Ticket

1. Open the "Submit a Ticket" Form.
2. Enter Contact Information: Provide a phone number, email address, and name so the Customer Care Center can follow up.
3. Select a Service Category: Choose one of the following from the “Which service do you need help with?” dropdown:
   • Professional Learning: For educators or MiRegistry members taking professional development courses through the Professional Learning Portal (PLP).
   • Student Learning – Login/Setup Issues: For students, guardians, instructors, mentors, or district users having trouble registering or logging into the Student Learning Portal (SLP).
   • Student Learning – Course Content Issues: For anyone experiencing problems inside a course in Brightspace, Buzz, or EdReady.
   • Billing / Sales / Other: For billing problems, sales questions, or anything not covered above.
4. Add a Short Subject Line: Enter a brief summary of the issue in the Subject field.
5. Describe the Issue in Detail: In the large text box, include as much detail as possible, such as:
   • Device: Is it a laptop (Mac or Windows), phone, or tablet?
   • Browser: Are you using Chrome, Safari, Firefox, etc.?
   • Internet Connection: Are you using home Wi-Fi, school internet, or a public network?
   • Timing: When did the issue start, and is it still happening?
   • Impact: How is this issue affecting work, learning, or access?
   • Course Info (if applicable): Include course title, instructor name, and any other course details related to the issue.

Final Tips

• The more information the support team receives up front, the faster they can help.
• Screenshots and detailed descriptions are extremely helpful.
• Avoid waiting—submit a ticket as soon as an issue becomes a barrier to learning or work.

For any questions, the support team is ready to help. Thank you for sharing complete and clear information when submitting a request!