Support

Kelsey Seale

July 24, 2023 14:59

We strive to provide the best support possible through our available library of support articles, live chat and email support.

Chat Support

Live chat support is available Monday through Friday from 8am to 6pm EST. Holidays may affect these hours. To access the chat feature, click the "Help" icon from your administrative dashboard.

1. Click the blue "Help" icon the bottom right of your administrator dashboard.

2. Type your question or topic into the search bar and enter or return on your keyboard.

3. You will see a few suggested articles. Check to see if these are able to answer your questions!

4. Still need help? Click "Live chat."

5. Enter your name, email and question then click "Start chat." You will chat with one of our amazing team members to resolve your question.

Our team has an average response time of 3-5 minutes, so you should expect to receive a quick response. If a team member is not available, you will be prompted to submit a ticket and will hear back from us as soon as possible.

Knowledgebase:

Having trouble viewing knowledge base articles? Click here to learn more.

Welcome to our new and improved Involve Support Portal! Following the migration to our new support system, the "SUPPORT" link in the lower left corner of your Involve Admin Dashboard will now point you here. In the lower right corner you will see our new chat widget which will also present recommended articles from our new support portal when interacting with our Support team.

This updated resource features a range of articles designed to provide valuable information to our users:

General Public Articles: A selection of articles will be available to everyone without the need to log in, making it easier for you to find answers to common questions and provide training resources to your non-administrative users.
Administrative User Articles: Certain articles intended for administrative users will be accessible after logging in.

Support Ticket Submissions:

In addition to our chat support, you will now have the option to submit support tickets. This will provide you with an additional channel for reaching our support team and help streamline the assistance you receive. Tickets can be submitted through the Involve Support portal through the 'SUBMIT A REQUEST' button at the top of the page. Additionally, when support agents are not available for chat, the chat widget will automatically update to prompt you to submit a ticket. Ensuring you always have a path to Support.

After your ticket has been submitted you will receive responses to your ticket via email as well as ticket updates being available to view directly in the ticket view area of this knowledgebase.

Viewing Your Tickets in the Involve Support portal:

Now that we've transitioned to this new Involve Support portal you will have access to a repository where you can view tickets and chats you’ve engaged in. (Please note this will not include historical chats that were closed prior to the transition. Any chats still open at the time of the transition will be migrated over as tickets but may take several days to view in the portal. Any ongoing conversations will be communicated via email only until these chats have fully migrated into the portal.)

This feature will make it easier for you to track your previous interactions with our support team and access relevant information about open tickets. You can access this resource after logging in by clicking on your name in the upper right corner of the new support portal and selecting ‘My activities’.

Email:

Still having trouble? Please don't hesitate to reach out to us via email at

involve-support@moderncampus.com. Our team is here to assist you in any way we can.

Community Forums:

Our updated knowledge base also incorporates a community forums section. Here, you can engage with other users, share insights, and discuss topics related to our products or services. It's a great place to connect with the community and gain valuable insights.

We believe these changes will enhance your support experience and make it more convenient for you to find the information you need. We understand that change can be challenging, and we appreciate your understanding as we work to provide you with the best possible support.