Raise a support ticket

If something isn't working, you're not sure how to do something, or you'd like to request a change, raise a ticket from Support and a real person will follow up inside CloudSchool.

1. Open Support

Go to Support in the sidebar (under Organisation). You'll see your school's tickets — as an admin you'll see every ticket raised at your campus; as a teacher you'll see the ones you raised yourself. Tickets are grouped by status: Open, In progress, Resolved, Closed, and All.

2. Raise a new ticket

Click New ticket. Fill in:

• What's this about? — choose from "Something is broken," "How do I…?," "Data looks wrong," "Billing," or "Feature request."
• Subject — a short summary
• Tell us more — describe what happened or what you need
• Screenshots (optional, up to 3) — click Add to attach up to three screenshots that help explain the problem

Click Send request.

3. Reporting a problem directly from an error

If CloudSchool shows an error screen, look for a Report this problem button — clicking it opens a new ticket already filled in with the category, the page you were on, and the technical details of what went wrong, so you don't have to describe it yourself.

4. What happens after you send a ticket

Your ticket is queued to be picked up. Once it's been matched to our support system, you'll see a reference number on the ticket ("Reference {number}") — until then it shows "Awaiting a reference number," which is normal and just means it hasn't synced yet.

5. Replying and tracking updates

When support replies, the notification bell at the top of your screen rings, and the reply appears in the ticket's conversation. Open any ticket from your list to see the full conversation. Type in the reply box and click Send reply to add more information or answer a question from support. Replying to a ticket marked Resolved or Closed automatically reopens it, so don't hesitate to follow up if the problem comes back.

6. Closing a ticket

Once your issue is sorted, open the ticket and click Close ticket. If it turns out you need it reopened later, simply reply to it again.

Where to look for replies

Replies appear on the ticket itself — open Support and click into the ticket to read the latest update. Check back on your ticket list from time to time, especially any marked Open or In progress.