Support Ticket System

While using Percolate, you may encounter a problem. Before you submit a ticket, you may want to check the Knowledge Base or conduct a search within the Help Center to see if your question has already been answered. If the answer isn't available at your fingertips, or if you have a suggestion for improvement, please submit a ticket in Percolate.

Immediately after you submit a ticket, the Support Ticket System sends an email with your ticket to you and the Percolate support team.

While the support team works on your ticket, you'll receive email updates. You can return to the Support Ticket System to update your ticket or review any tickets you have submitted. Anytime your ticket is updated, you will receive a new email.

Submitting a ticket

To submit a ticket, perform the following steps:

  1. Access the Support Ticket System in Percolate.
  2. Click Open New Ticket.
  3. Enter your name in the Full Name field.
  4. Enter your email in the Email Address field.
    Note: It is important to include a valid email address so you receive updates on the status of your ticket. Tickets are grouped by email address, so it is helpful to use the same email address every time you enter a ticket.
  5. If you want to include your phone number, enter it in the Telephone field.
  6. Select a topic from the Help Topic field to categorize your ticket as either a support or billing ticket.
  7. Enter a brief description of your ticket in the Subject field.
  8. Enter a detailed description of your ticket in the Message field.
  9. Click Submit Ticket.

Checking a ticket

You can check the status of your ticket by selecting the link available in any email you receive about your ticket.

To check the status of your ticket, perform the following steps:

  1. Access the Support Ticket System in Percolate.
  2. Under Check Ticket Status, enter the email address you used to submit the ticket in the Email field.
  3. Under Check Ticket Status, enter the ticket number assigned to the ticket you submitted in the Ticker# field.
  4. A list of all tickets you have submitted to the Support Ticket Center appears.
    Note: Tickets are assigned to an email address so you see all the tickets created with the same email address.
  5. Click the Ticket # or Subject for the ticket you want to review.

Updating a ticket

To update your ticket, perform the following steps:

  1. Open the ticket following the steps for checking a ticket.
  2. Enter any new information or questions for your ticket in the Enter Message field.
  3. Click Post Reply.

See also

Updates from Percolate LMS Support
In our next update, we'll be improving our reports and adding discussion options for both courses and individual pieces of content. Keep checking back here for more news about our planned updates.
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