Introduction to Absorb Help Desk

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Table of Contents:

Overview

This article review the tools available through the Absorb Help Desk. This site is a resource for announcements about our software, articles and videos, discussion boards and access to our Client Advocates when you need assistance.    
Please Note: Our Support team is only able to assist users with admin access. Front end users will need to contact their System Admin for assistance.
 
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The Help Desk dashboard provides a quick way to access the different topics and tools available for troubleshooting any questions or issues you may have. The four colored tiles act as shortcuts to areas within the Help Desk to make navigation easy.   Above these tiles and search bar, you will find options to sign in, create a new support ticket (Submit a request), or manage your current tickets and follows (My activities). Below the tiles, you'll find the most recent activity in the Community forums which we welcome you to check out.


Signing In

While most of the content on this site has been made publicly available, creating a free account will allow you to fully engage in community discussion, or to open and track support tickets with our team of Client Advocates. Registration is easy and requires nothing more than your name and email. If you've ever had any correspondence with our Client Advocates through our support email address, it's likely you have an account already! If this is the case, just use the "Forgot my password" link on the Sign In popup to have your password sent to you. 

Submitting A Ticket

The most efficient way to get answers is to use the resources mentioned throughout this article. It's often likely that your question has been asked and answered before in either our Knowledge Base or the Community forums. Of course, you might not always be able to find all of the answers. For that, our friendly team of Client Advocates are eager to help answer all of your technical questions, and assist with any problems you may be facing. The easiest way to get in touch with us is to submit a new ticket outlining the details of your inquiry. To submit a new ticket, just click Submit a request at the top of the Absorb Help Desk home page. 
 
 
In order to achieve as quick a resolution as possible, try to add as many details as you can to these tickets that will help us identify and replicate the problem you are facing. Information such as usernames, course names, steps to reproduce, screenshots, and screencasts are all great examples of things that help us better serve you! After submitting your ticket you will receive updates on the ticket via email which you can either reply directly to, or you can manage your tickets on Absorb Help Desk directly by clicking the My activities link up top in the navigation bar.
 
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If you have any additional questions about Absorb Help Desk, or encounter any issues while browsing this site, please submit a support ticket and we'd be happy to assist you further. Otherwise, have fun!
 

Shortcuts

By selecting one of the four tiles, you will be directed to the Knowledge Base, Announcements and Release Notes, as well as a Community page.


Announcements

 
 
The announcements section is used primarily for communicating important information to you. This includes any potential service interruptions, known issues, system maintenance, etc. The Announcements forum is also where we post our weekly patch/release notes for the Absorb LMS. 


Knowledge Base

The Absorb Knowledge Base is your jumping off point for help content related to the Absorb LMS.  We have divided the Knowledge Base into sections according to where you would be working in Absorb, as well as specific topics such as Integrations. As of the writing of this article, we currently have the following available sections: 
  • Absorb Videos: Videos covering common tasks and workflows in Absorb LMS
  • Setup, Users, Courses, Reports, and E-Commerce: Guides and information for settings found within each respective area of Absorb's Admin UI
  • Onboarding: Guides specifically for developers getting started with customizing Absorb
  • Integrations: Guides specifically for developers working with custom implementations of Absorb's RESTful and SSO APIs 
  • Mercury: Articles covering the different aspects of the Mercury module in detail
  • Guides: Lengthier articles covering common tasks and workflows in Absorb LMS 
  • FAQs: Articles covering frequently asked questions with concise, bite-sized answers

Community

It is our hope that you will feel a sense of community on the Absorb Help Desk site through engagement with both ourselves, and other Absorb LMS users. The Absorb LMS Community section is a great place to post questions, ideas, and anything else related to Absorb LMS that you'd like:   
  • Suggestions: The Suggestions forum is where you can post ideas for new features and improvements to Absorb LMS. We encourage you to help great ideas gain even more traction by using the simple voting system in each post. This forum will be closely monitored by Absorb management and will always be factored in to our vision for future development of the software. 
  • General Discussion: Anything goes here! This is the place to ask questions, discuss workflows, share LMS related experiences, etc.
 
Posts in any of the above forums (or the forums themselves) can be "Followed". This will notify you via email whenever an update is made. The Followed Topics section found in My Activies under the Following tab, will allow you to view a customized list of all of your followed topics to stay up to date on the content important to you! This can also be accessed directly from the Absorb Help Desk home page.
 

Release Notes

Here you will find detailed information on all new features, bug fixes, and improvements prior to them being released to production. Please note that all of the features listed in the Release Notes are subject to change between the time of writing and release at the discretion of our development team. We will be sure to update the release notes to reflect these changes as soon as it is possible to do so.

 

Related articles:

Introduction to Absorb Academy - this discusses all the training videos available for those with an administrative role in the LMS.

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    Lindsay Kramer

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