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How can I submit a support ticket?

Wanda.B.947

I have a question regarding an issue on our platform, but I no longer see any way to submit a support request on the new community portal. Am I missing something? Can someone point me to the page where I can do this?

To be clear, I am the admin for our agency's Brightspace platform.

Thank you,

Wanda B.

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Accepted answers

Ricardo.S.110

Hi @Wanda.B.947

As your organization's Approved Support Contact (ASC), please access the Community's ASC homepage to open a support case with our Product Support Team.

Note: The ASC Homepage is only visible to the approved support contact(s) of your organization. If you do not hold this role, you will not be able to access it or submit tickets through the portal.

You can find the ASC Homepage under Quick Links on the right side of your screen:

You can find further instructions on how to submit a service request in the following video:

https://community.d2l.com/brightspace/kb/articles/1175-approved-support-contacts-create-a-case-or-service-request

I hope this is helpful!

All comments

Ricardo.S.110

Hi @Wanda.B.947

As your organization's Approved Support Contact (ASC), please access the Community's ASC homepage to open a support case with our Product Support Team.

You can find further instructions on how to submit a service request in the following video:

https://community.d2l.com/brightspace/kb/articles/1175-approved-support-contacts-create-a-case-or-service-request

I hope this is helpful!

Wanda.B.947

Thanks, Ricardo; this was what I was looking for. You could also update the Contact Us page with these details, as it needs this information. The menu item "ASC Homepage" is not obvious, and I suspect others may be looking for it too.

Ricardo.S.110

Thanks for your feedback Wanda.B.947.

I'll pass it on to the Community team.

Linda.B.731

If my ACS has submitted a support ticket to restore deleted course modules, how long might this take?

Mohit.B.878

Hello @Linda.B.731

My name is Mohit, and I am a member of the Support Team.

The time required to restore deleted materials depends on what was removed. Usually, it does not take long to restore items if they were not permanently deleted. However, if the materials were deleted as part of a Course Reset, the files cannot be retrieved.

I am attaching a document with detailed information on how to restore data for your reference.

Best regards,
Mohit Bhargav