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Getting Help with Blackboard (for instructors and students)

Description

Start with the Blackboard help articles. If you need more help, ask the Blackboard Support Bot. You do not need an account or a password. If your issue needs investigation by Blackboard, Support Bot creates a ticket, and a Blackboard Support person helps you.

Information

What changed?

Before, you filled in a form to ask Blackboard Support for help. Now, the Blackboard Support Bot replaces that form. Support Bot is an AI assistant that can answer many questions right away.

How do I get help?

  1. Look for an answer in the help articles. Go to help.anthology.com and search for your topic. Many common questions are answered there.

  2. Ask Support Bot. If the articles do not answer your question, go to support.blackboard.com and open Support Bot.

  3. Tell Support Bot the name of your school. You do not need to sign in. Your school's name is enough.

  4. Describe your issue. Support Bot answers what it can.

  5. Get help from a person, if needed. If your issue needs investigation by Blackboard, Support Bot creates a ticket, and a Blackboard Support person helps you.

What can Support Bot help with?

Support Bot can help when you have a problem with a Blackboard product your school uses, or a question about how to use it.

For example:

  • How to submit an assignment or post in a discussion

  • How to set up a course or a test (instructors)

  • An error message you see in a Blackboard product

When should I contact my school instead?

Some things are managed by your school, not by Blackboard. Contact your school's help desk or IT team for:

  • Signing in to your school's Blackboard site, or resetting your password

  • Course enrollment, or a course you cannot see

  • Your grades, deadlines, or course content

What should I tell Support Bot?

  • The name of your school

  • Whether you are an instructor or a student

  • The Blackboard product you are using (for example, Blackboard LMS or Ally)

  • What you were trying to do, and what happened instead

  • Any error message, copied exactly

  • Screenshots or a short video of the problem, if needed. These help Support Bot resolve your issue or send it to the right person faster.

Common questions:

Do I need an account to use Support Bot?

No. Just tell Support Bot the name of your school.

Can I still work with a person?

Yes. If your issue needs investigation by Blackboard, Support Bot creates a ticket, and a Blackboard Support person helps you (Except few products)

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