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Edlio Support Resources Webinar

Added Jun 14, 2018 •

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Watch this webinar to learn about the built-in resources that ensure that both teachers and admins get the most value from their Edlio site! We go over using the Help Center, how to create Edlio Support tickets, what to include in a ticket, and more.

Show Transcript

Thank you so much for joining our MyEdlio series. Today we will be covering our resources and that all of you have access to if you have active live websites. For those of you who are just in the beginning process of getting your sites programming we do have additional resources for you as well that I would like to introduce you to today. If you haven't had a chance to do either otherwise we are going to give all of you today a more general overview of what not just you as admin but your teacher, support staff, and any other users you have in place with privileges to manage any area of your site what they have access to in order to get them through the process of managing the site successfully or just individual departments sections. We're going to do this a little differently than we normally do our MyEdlio series . Normally, if you have questions you are more than welcome to join our chat where you would normally find someone from technical support but today we have our client success specialist in the chat available and ready to answer any of your questions so feel free to Jump on in. They will be able to assist you and I'll give you more details on our client success team towards the end of our training so that all of you have a better understanding of why they are in place, who they are and if you have more questions or would like more details of course we're more than able to get that information over to you. So let's go ahead and get started again. If you have your (inaudible) sent to you by your project manager or you are new to your school district and your, you know, access has been not granted by the super administrator I want to walk you through what you're going to see initially when you log into your dashboard. So as you all know all of your access, and your modules will be seen here on the dashboard now right now you have full you're going to see full access so you should see a total of nine modules now in the event and do not see that that's something that your website administrator or the super administrator can adjust for you. You would need to contact them to make the adjustments to your profile and if you have any other questions of course I'm going to walk you through where you can submit your tickets to technical support now if you are a super admin or a website administrator keep in mind that you have the option to submit tickets if you are a DWS district-wide solution or a single site you have the option to submit tickets on all of the changes with the net website or with the net district. If you are a super admin you have the option to change the privileges for your staff members within user management and then admins you also have the option to, super admins. Let me go back a second, you actually have the option to create other website administrator now regular website administrators you do have full access as well but keep in mind that you cannot create super admins but you can give privileges out to other users and you can adjust their privileges, so that's really important when you all are preparing for your summer sessions or preparing for the school new school year and you're cleaning up your sites those are things that you want to keep in mind now in the event that you have questions about not just cleaning up your staff or giving additional privileges to these users so they can start submitting tickets or getting the flow of organization going I would suggest using your help dropdown menu, so there if you are live you will see two options one would be your help center and the second would be contact Edlio support, we're going to go through each option individually. So let's start with the Help Center so this is just an additional site that we've created that pretty much gives a more detailed overview of each module or each feature a few things that I want you all to keep in mind we have quick icons that you can access here: back to school, tips and tricks, troubleshooting, all help topics which is probably one of the most useful buttons because that gives you a more detailed visual of all of the features and modules, and then give us feedback we would love to always receive feedback positive or negative we would like to know what we can do to better serve you in any capacity so please feel free to access the give us feedback button as well now back to school I want to start here because I feel like you know a lot of you are transitioning even if it's from the district to the school or vice versa or your positions and your responsibilities may be shifting so back to school will definitely help you get your teachers and their teacher pages together if you are wanted to clean your site up a bit that's a good start if you want to give your teachers a good idea of what options they have back-to-school is definitely the section you would like to review. Now tips and tricks this is a space that we added more so the frequently asked questions or some of the areas that we feel deserve you know more attention because a lot of the districts are schools may have requested more workarounds or additional options or different ways to handle certain areas of departments within your school sites I think that would definitely help your admins if you are managing departments or reorganizing your content for the teachers that will help you get a better idea of what some of the better options or best practices to use on your teacher pages. Troubleshooting for those of you who are more technical this would definitely be the place for you to go and if you're having issues or questions with things like single sign-on or active directory this is actually the area where you can get a more detailed review of the options that we have available to actually contact technical support and more details on contact information there as well. Now as I mentioned earlier all help topics that gives you a more detailed breakdown of all of the features and modules below so feel free to review these and as you see they are listed in alphabetical order so feel free to review them some of the features I will say this a lot of you during refresher trainings for example the trainer may cover some content and you have been using the system for some time and didn't know that feature existed during the summer I would say if you have a few moments this would be a good place to just kind of review what those extra features are, how you can actually Implement them with your District or school sites, and how it can be useful to your staff I think it's a great place for you to just get a chance to review content and if you have any questions again free to reach out to us and some of you may even desire a refresher training for your staff as you approach the upcoming school year again feel free to reach out to us and we will definitely get that set up for you Refresher trainings are just another added resource that some people just don't ask about they don't know it's available and when we offer it sometimes they're little surprise so please feel free if you feel like your staff needs a recap of how to manage any area whether it's just their teacher pages or department sections or they've been given new responsibility over managing the website please reach out to us we will be more than happy to get them a refresher training on the calendar. Now who are you? This section is extremely helpful as well and I normally show this during training so that the trainees in the training have an understanding of where to actually go for specific topics. For example the beginners section, this is mainly for teachers so if you just starting off or you are the trainer at your school district training your teachers I think this is a great space for your teachers to get a more detailed overview of how to manage content some teachers learn better by having something tangible so if you feel like you want to maybe print this content out you have a section in here as well with more details feel free to do that and provide that to your staff. I've heard from admins across the board private schools, Charter Schools larger districts, smaller districts that that has been extremely helpful for their teachers when they are in their sessions so if you have a preview day and you want to have something tangible for them to you maybe take home and review that day beginner section is the place for your staff teachers in particular. Now for those of you who have more advanced or website administrator access this is two additional sections for you it gives them more or it answers rather the more technical questions that you may have and for a lot of you this may be useful in the event that you already wanted to create a ticket I would say come here first chances are you going to find your answer here now when it comes to active directory I know a lot of you may have a profiled specific questions and that's pretty common so if you do not find your answer here or you're still a little confused about how active directory and the profiles are set up click on the user management section and again feel free to call into technical support or if you are just starting off and you're DNS email that you have received with instructions on how to launch your site that's same person can be the contact person for El Deber active directory okay so feel free to send your questions over to that person your contact person can assure you they would be more than happy to assist you there as well. Now for those of you who have registered for you know our previous trainings or you're just seeing this for the first time our webinars and video section can be extremely useful moving forward it's a great resource for those users who may not have time for refresher trainings sometimes refresher trainings last the full hour and a half sometimes they maybe last you known 30 minutes if you have a common list of questions that may help it move by a little quicker but if not if you have maybe 15 20 30 minutes and you want to just review some content really quickly webinar section that we have live like we're doing today all of the sessions are recorded this is another added resource if you click on more on webinars it will take you to a landing page where there's a video section in (inaudible) video option excuse me in a section menu on the right you click that all of the recorded trainings are listed here so again if you're looking for additional resources for your staff and you do not have time for a training you may want to just send something some helpful tips and and options for them throughout the summer this is a great another great way to keep your staff updated on how to manage their individual departments or teacher pages. Now, Help Center update I think these three options that we see just here accessibility, SIS integrations and video transcripts and captions these are pretty much Hot Topics right now during trainings and a lot of our tech directors or our marketing and communication directors a lot of you are reaching out to us and asking specific questions on accessibility in particular but I feel like if you are have a chance to review this content it would answer a lot of your question and it would hopefully just save you time in a meeting having to submit those is the technical support when essentially you can find not just text here but there are videos on accessibility as well so this would answer a lot of questions that you all have. Again some of you may not may not have known that this was listed here but I do want to reassure you that accessibility is listed in two areas in video form and there is a page that gives a much more detailed overview when accessibility (inaudible) for your staff that's another added resource So I'm going to go back to the admin site and let's go to the second option: Contact Edlio Support I do want to give you just a few tips and tricks here once you click contact Edlio support, it will bring you to this landing page where it gives you a how to guide, tips and more so a few details here accessing everything from pages to user management tips for getting the most out of your website, learn about new and updated features, watch our monthly webinars. So these options that you see here are great ways to start however if you have a more specific question for technical support two options below if you would like to call in there is a toll free number here listed to the bottom left-hand corner and what you're also going to see to the right of that hours, days and hours that you are able to contact technical support and it is specific to your time zone. So for example, those of you on Pacific Time you're able to call this toll free number between Monday and Friday from 5:30 a.m. to 7:30 p.m. Pacific Standard time within the time you are calling on probably someone in our Austin office or you may get in contact with someone in our Los Angeles office but either way they are definitely ready and willing to assist you and answer all of your questions you and get you in the right direction so that you're team is set up for you know updating your sites and prepare to communicate with your parents, and your students and your community more effectively. Now if you look in the bottom right of your screen there's an open new ticket button this is where you're submitting new technical support tickets and I know I've heard this before but a few things I do want to reiterate is when you are completing a technical support ticket it is very specific and pretty straightforward your email address is already set up for you but if you would like to add a secondary email address you can do that in a phone number but when it comes down to the second column and entering the details of your ticket I would suggest that you be as specific as possible be specific and be as detailed as possible. So for example, if you are saying you know I would like assistance on managing an image on a page in our registration section I will suggest that you copy and paste the link to that specific page within the ticket so just so tech support won't have to go to your page of sections and search for that URL if you paste it here it would be really useful to them and they can just get in and out. If you have issues with some of your images I would say attach some of those images below if you have videos that you're having issues with, there is no problem with adding those URLs as some of you have embedded videos on your homepage again tech support will be making those changes for you so please be as specific add as much detail as possible when you are submitting your ticket Now, if you were working previously working with a tech support rep on a previous issue I would suggest not opening a new ticket but just reopening the previous ticket that way that same issue to be addressed within the ticket you're going to have a list of recent tickets below it's going to give you the ticket number, who it was created by, date and time, and the status of that ticket so if you want to just go back in and review what the response was from the tech support rep or again reopen the ticket you can do that here. now when it comes down to tickets there has been a few questions here and there about the response time I do want to assure you that tickets on (inaudible) the tickets are closed Within 24 to 72 hours. Now during our more busier seasons it could at the very least take at least 72 hours for that ticket to be closed out now that always depends on the type of ticket that you submitted so please keep that in mind if you submit a ticket and you're saying you know I would like the background images to be updated on my site, we want to make a few revisions, we want news to be moved up just underneath our Shuffle we want to add up four additional quick links to the bottom of ours please keep in mind that those type of request a little time those will not be completed in 24 hours so in some cases there is a chance that you would get a reply from tech support and they're requesting certain information it is a extremely important for all of us you know to keep our deadlines in mind if you are getting a reply from tech support and they're requesting information from you please be sure to get that back to them in a timely manner that way we can help you and close the ticket out as soon as possible and help you keep your deadline. so we've gone through creating tickets, we've gone through calling into technical support, we have gone through our help center, 1 additional resource that I do want to speak on a lot of you have been in contact with a new Department here at Edlio it is our client success team and I'm really excited about this team because we are just in the business of helping you get the resources that you need and help you provide your staff with as much information as possible now your client success representative could have been introduced to you in many ways from some of you were introduced to your client success rep by your project manager so after you have completed the programming phase your client success rep will be your point of contact from here on out so even if you are unsure of how to submit tickets or you want to ask a few questions you don't really need a refresher training I would say go straight to your client success rep and they would be more than happy to assist you. Now if you are looking to reach out to your client success representative it is either Sevana Moses, Neetu Toor, or Ashley Compton. A lot of you have already heard from me, I'm also an additional resource for all of you who need assistance with getting your training schedule or if you have one side training that you're looking to set up or if you have questions on managing your sites in any capacity any one of these three additional ladies will be more than happy to assist you in that effort. Now moving forward please keep in mind if you have not been in contact with your client success rep please reach out to us and we will get you in contact with them as soon as possible they're in the chat now if you have any questions for them if not we are always available to answer your questions and get you in the direction of you know the right resource a lot of you moving forward have changed responsibilities, I mentioned that earlier and I'm going to keep mentioning that even in the next training you're going to hear that a lot because during the summer time we do notice that the responsibilities of the admins change so that means your point of contact changes that also means that some of your teachers are going maybe from one school to the next so when that happens you all need training your contacts are changing, your admins are being updated we need to be updated on that information as well so reaching out to your client success specialist would be the best practice here, it will be the best practice here because their the person to help keep that information going and keeping the flow moving so that you're not stacked when it comes down to getting your new staff in. I know that a lot of you are scheduling your trainings for your staff coming up for the school year so please keep that in mind your CSS is the best point of contact right now next to tech support if you feel like you know you want to set up a call or schedule you know a meeting and get a better understanding of what the CSS could do for your district and for your school please reach out to us again and we'd be more than happy to assist you in that effort. Thank you all so much for your time it's been a pleasure you know getting you this information if you have any feedback for future webinars please feel free to reach out to us and submit information we love hearing from you again you can reach out to myself; Carmel Scott, Or Ashley Compton, Sevana Moses or Neetu Toor, we are your client success team and you can always reach out to technical support by going to your help drop down menu contact Edlio support is one option that's where you can access your tickets or call in with a toll-free number and then of course always look at your help center I think this will be a great resource for those of you training your staff for the new school year. Again thank you so much for your time and if you have any questions or feedback please feel free to reach out to us and you all have a great rest of your day.

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