How do I submit a Support Ticket for Echo?

This article will describe how you can submit tickets to our Echo Help Center. Tickets can only be submitted by users who have been designated as the Echo Support person(s) at your site.  

Account Setup

If you have been approved as a person at your site who can submit tickets to the Echo Help Center, you will receive an email that will take you through the setup process.This email will come from Zendesk, which is the application that is used for our support center.

Click on the provided link.

Account Setup

Once you click on the link, you will be taken to the account set up page    

  1. Your name will be automatically populated
  2. Enter the password that you will use for this site

Click on Set Password

How to submit a ticket

There are two ways to submit tickets

  1. Send an email to help@echo-ntn.org.  Note:  If you have not been designated as a person who can submit tickets on behalf of your staff at your school, emailing to this address may cause your request to be delayed or unanswered. Please ask the support person(s) at your site to submit your issue.
  2. Submit a request from the Echo Help Center request form - http://help.echo-ntn.org

Submit Request

When signed in, click "Submit a request" at the top righthand side of the page.

Please fill out as much information as possible. Course ID and User ID are extremely helpful, since many users have similar names and similar course titles, but IDs are unique fields. Screenshots are also encouraged!

 

Complete the form and submit. The more details that you can provide, the quicker your issue can be resolved.

Have more questions? Submit a request

3 Comments

  • 0
    Avatar
    Stephanie Hollingsworth

    Is this only for tech issues or can this be used to request an idea that we would like to see implemented?

    For example, it would benefit my school to allow embedding in the announcement feature. This way we could keep an event calendar accessible to all students and it could easily show weeks in advance and be updated without having to create or edit the original announcement.

     

  • 0
    Avatar
    Stephanie Hollingsworth

    Thank you so much for that quick response! I appreciate it.

  • 0
    Avatar
    Theresa Shafer

    Great question! Yes, you can submit feature requests to the Help Center!  I'll add this one for you!

     

Please sign in to leave a comment.