When emailing the help desk, you should include all pertinent information to help us reproduce your issue. Our team tries to dig before they reply, so the more details you can provide, the more likely we are to be able to address your concern with one message.
Examples of information we would need are:
- Name of the Child/Parent/Staff. Sometimes we need both the child and parent
- The page/screen you are on
- Date and time the issue occured
- If you're generating a report, provide the date and any filters you've applied
- A copy of screenshot of any error you received
- Screenshots, or the PDF generated
Whenever possible, please try to report issues as soon as possible. Sometimes it is harder for us to reproduce an issue that happened a few weeks ago, or even yesterday.
Some Issues are difficult to explain in writing. We encourage you to call our help desk for these types of issues so that we can ask follow-up questions.