Enhancements to Our Support Offerings

We're excited to inform you about recent changes to our support tools, which will help us serve you better. These changes are aimed at providing you with a seamless and efficient support model and bringing Presence support into better alignment with our Modern Campus support offerings. These new features include:

  1. An updated chat experience

  2. The ability to submit and track support tickets

  3. An expanded knowledge base

  4. Community Forums

Our team has been diligently working on these improvements to enhance your support experience and we're confident they'll add greater value to your Modern Campus subscription. Please see important details below about these new features.


Chat Feature Unavailability:

On Wednesday morning, November 15th, our chat feature will be temporarily unavailable as we transition to our new support platform. During this time, you can still reach us via email at presence-support@moderncampus.com for any support inquiries. Rest assured, this transition will help us offer more comprehensive support options.


New Knowledgebase:



If you're reading this for the first time, Welcome to our new and improved Presence Support Portal!  Following the migration to our new support system, the "SUPPORT" link in the lower left corner of your Presence Admin Dashboard will now point you to this new support portal. 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.


Important Note:

We understand that many users have saved links to articles in our old knowledgebase for reference and training purposes. To facilitate your transition, we'll be keeping the old knowledgebase accessible until the end of the year. This extended access will allow time to update your saved links and URLs to the new knowledgebase, ensuring a seamless transition. Beginning Monday, November 20th, the articles on the prior knowledgebase will be updated to include a link to the newest version of the article.


Easy Access and Instructions:

Logging in for the first time is as simple as clicking 'SIGN IN' in the upper right corner of any page of the knowledgebase...including the page you're on right now:



If you've interacted with our support team in the past, you can click the 'Get a password' link and enter your institutional email address. You will receive an email with instructions on setting up your password.


For those who are new to Presence Support, just click the 'Sign Up' button. Additional instructions will be emailed to you, ensuring a smooth onboarding experience.



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 Presence 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 Presence Support portal:

Now that we've transitioned to this new Presence 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’.



Community Forums:

Our updated knowledgebase 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.


If you have any questions or encounter any issues during this transition, please don't hesitate to reach out to us via email at presence-support@moderncampus.com. Our team is here to assist you in any way we can.


Thank you for your continued support and trust in our services. We look forward to providing you with an enhanced support experience in the near future.



Your Modern Campus Support Team

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