This article contains information regarding Absorb support process, restrictions, recommendations, and more to help improve your support experience!

Coverage & Contact Information

The Absorb Support Team is available 24 hours a day, 7 days a week, 365 days a year. You can reach us through any of the following options:

Submitting a Support Request

Once you have accessed the Absorb Help Center, it is recommended that you sign in if you haven't already. If you accessed from the Admin Experience, or the Customer Hub, you may already be signed in.

Once you have signed in, follow these steps to submit a Support Request:

1. Click the Submit a Request button from the top right corner.
   
2. Select the type of Support Request you would like to submit by clicking one of the options.
   
3. Complete the form for the Support Request.
   
4. Once all relevant details are added, and reviewed, clicked the Submit button to finalize the Support Request.
   

Reviewing Submitted Requests

Support Requests submitted when you are signed in will be accessible to view, and respond to in the Absorb Help Center. To view your submitted Support Requests, follow these steps:

1. Click the arrow beside your profile picture in the top-right corner and select My Activities.
   
2. All Support Requests, categorized by Status will be visible in the presented list

First Time Access

When you attempt to sign in to the Absorb Help Center for the first time you will be prompted to log in using the Email Address associated with the Administrator account of your Portal.

A one-time code will be sent to your Email Address to verify your login. You will be required to enter the code sent to your email to gain access to Absorb Help Center. If your Email Address was not validated, you will be asked to fill out a form with your information before continuing.

Best Practices

The following are a collection of topics that provide advantageous information, or insights related to the topic of Support Requests.

Who Can We Assist?

For privacy and security purposes, our Support Team is able to assist:

• Users with Administrator access to active LMS environments.

Our Support Team may only provide assistance within the scope/visibility of the Administrators assigned roles and permissions. As an example, if an Administrator requested support with a Department they do not have permission to access in the Portal, the Support Team will be unable to render support until an Administrator with adequate permissions gives clear, confirmed consent to do so.

Ticket Submission Starters

Please always confirm the following, especially if it's your first time reaching out to the Support Team, so we can validate your account and make any updates to our support system as needed:

• Portal URL of the LMS environment in regards to your Admin account and issue/concern.
• The Admin account Username that you use to access the LMS.
  • This information is required so our Support Team can efficiently verify your Admin status in the LMS if you have not already been added to our internal support system.

Users without elevated permissions or Administrators requesting assistance/data outside of their assigned roles and permissions in the LMS will need to contact their organization's System Administrators for further assistance.

Effective Ticket Subject Lines

When creating a Support Request please consider using the following subject format as this will more effectively allow our Support Team to investigate:

1. Parent Organization Name and/or LMS Portal Name.
2. A short summary that effectively describes the issue/concern and allows our team to focus on the core problem.
3. Admin or Learner Experience.

As an example

• Company Name | Department Name Has Odd Characters | Admin Experience Only

Contents of the Ticket and Required Information

When contacting our Support Team, we will start by clarifying the issue to ensure we have a good understanding of the problem, its impact, and steps to reproduce.

Specific information and/or permissions may be needed in order to progress with any investigation and this may change depending on the nature of the issue, who it impacts, which features, and more.

Below is a list of example topics and checks along with what information may be required. Please be sure to provide the following information (if applicable) to help our Support Team effectively and efficiently address your request:

• Examples of Users affected.
  • Include Usernames or User ID whenever possible.
• Example of Curricula and/or Courses affected.
  • Course Name and Course ID are valuable.
• Screenshots of errors or odd behavior.
• Applicable attachments (e.g., .csv file, course file, etc.).
• Steps to replicate the issue.
  • Steps to reproduce include every possible step taken, to reproduce the issue. Consider all elements, such as how the system is accessed or the browser used.

Screenshots and Screen recordings

Provide clear screenshots and/or screen recordings of the issue and steps to reproduce when possible. This ensures that the agent and any other teams involved have a clear and concise understanding of the issue and exactly how to reproduce it.

This can also help identify any unique or unknown information that could aid us in the investigation such as the browser used, the user account, URL/address at the time of encountering the issue, unique steps to reproduce, error messaging, etc.