Overview

Welcome to the Absorb Client Advocate Support contact page. Below you will find information regarding Absorb support process, restrictions, recommendations, and more to help improve your support experience!

Note: Self-service resources are available to all LMS Admins at all times, however your organisation may have restrictions on those that may contact our Support team. If you are unsure as to your permissions in doing so, please contact your primary LMS Admin for assistance.

Coverage & Contact Information

The Absorb Client Advocate 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:

Access the external LMS support site directly and using the Submit request option from your ticket activity page (See steps outlined below)

1. Access our Absorb Online Support page at https://support.absorblms.com/hc/en-us
2. Select Sign in from the top menu bar. Your Username will be your Email address.
   • Note: Account credentials on the support site are separate from the Absorb LMS
   • Note: Options to create a request without a support account also exist through the Create a Ticket option highlighted above. We do recommend signing in as this allows you to manage and track your active requests easily!
3. Select My Activities from the top menu bar and then select Submit Request from the top of the My Activities page. You will be routed to the Zendesk Ticketing system, where you can create new tickets or manage existing tickets.
4. See Contacting the Absorb Create Support Team for more information.

Best Practices

Who can we assist?

• For privacy and security purposes, our Client Advocate Support team is able to assist:
  • Users with Admin Access to active LMS environments.
  • Can only provide assistance within that Admin's assigned roles and permissions.
• 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 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!
• Non-Admin Users or Admin users 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 vs Learner interface

Example Ticket Subject:  Learn Portal 1 - Cannot publish online course - Admin interface, unique to 1 admin 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 Client Advocate Team effectively and efficiently address your request:

• Examples of users affected (e.g., usernames)
• Example of curricula and/or courses affected
• Screenshots of errors or odd behavior
• Applicable attachments (e.g., .csv file, course file, etc.)
• Steps to replicate the issue

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.