Description
To get help, sign in to the Blackboard Support Hub (supporthub.blackboard.com will be live as of 10/29) and tell the Blackboard Support Bot what is happening. Support Bot answers what it can right away. If your issue needs further investigation, Support Bot creates a ticket.
Information
How do I start?
Go to supporthub.blackboard.com (after 10/29, not before) and sign in
Open Support Bot
Describe your issue in your own words. You can include screen shots, videos, etc.
You can ask Support Bot general questions before you sign in. To get help with your institution's systems, or to have a ticket created, you need to be signed in.
What should I tell Support Bot?
The more detail you share, the faster we can help. Include:
The Blackboard product involved (for example, Blackboard LMS or Ally)
What you expected to happen, and what happened instead
When it started, and whether it is still happening
Who is affected (one user, one course, or many users)
Any error message, copied exactly
Steps you already tried
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.
What happens next?
If Support Bot can answer, you’re all set.
If your issue needs investigation: Support Bot creates a ticket. You do not choose a severity; Support Bot will set the priority from the details you share. To learn more about Sev levels please review our Support Guide.
Your ticket owner: a named Blackboard Support person owns your ticket and brings in specialists if needed. You do not need to repeat your details. Your conversation with Support Bot is attached to the ticket.
Common questions:
Can I skip Support Bot and go straight to a person?
You can, but it will be slower. All of the intake questions will then happen by email, back and forth with Blackboard Support. Support Bot is the starting point for all requests because it moves your issue toward resolution faster. Telling it clearly what is happening is the fastest way to reach the right person. That said, if you ask for a person or say you want to talk to a support representative, you will be routed to one.
What if Support Bot's answer did not help?
Tell Support Bot. It will keep working with you, and create a ticket if the issue needs investigation.
How do I check on my tickets?
Use the Customer Portal in the Support Hub. See the article Managing your tickets and raising a concern (for system administrators) in this collection.