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.
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.
Once you click on the link, you will be taken to the account set up page
- Your name will be automatically populated
- 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
- Submit a request to the Echo Help Center request form - http://help.echo-ntn.org (preferred)
- Send an email to firstname.lastname@example.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.
Once signed in, scroll down the page and click on Request Support.
To ensure timely and efficient processing of your request, please provide as much detail as possible. Including but not limited to:
- Course ID
- User ID
- Details of the problem and steps to recreate
- Screen shots and/or video demonstrating the behavior
Complete the form and submit.
See your requests
Once logged in you can see all your requests by clicking on See Your Tickets.
Echo is constantly being improved based on the feedback from users and we strive to keep our documentation up to date. If this document doesn’t match what you are seeing in Echo, please let us know.
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.
Great question! Yes, you can submit feature requests to the Help Center! I'll add this one for you!
Thank you so much for that quick response! I appreciate it.
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