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Edlio Support Resources Webinar

Added Mar 08, 2019 •

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This webinar provides an in-depth look at the support resources available to teachers and administrators, including the Help Center, webinars, and the client services team.

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Good afternoon everyone. Thank you for joining me today for our Support Resources webinar. Today we will be covering our resources we have available for you all. We will cover all resources available if your site is live and resources for those who are still in the programming phase. Regardless, everyone will eventually have access to all resources covered in today's webinar. I also wanted to let you know that we have a technical support representative in the chat who can answer any questions you might have. This webinar is also being recorded and will be accessible to everyone in the Help Center. So let's go ahead and get started. If you have your temporary links sent to you by your project manager or you are new to your school and access has been granted to you, I would like to show you what you will see when you log into your dashboard. Now, I'm just going to log in here. So when I log in, this is currently everything that I am seeing on your dashboard. Depending on what rights and access you have, what you're seeing for the modules may be a little different. If you're not seeing certain modules, please speak with your website administrator and they will be able to help you with what you have access to. If you are a Super Admin for your site, you of course have access to change privileges for your staff along with adding a new user or a website administrator. If you are a website admin, you can edit the privileges of the other user. So this again is your dashboard. What I want to focus on here today is going into our Help drop-down. So if you are live you will be seeing two options: Help Center and Contact Edlio Support. Let's actually click into our Help Center first. This is an additional site that we have created that gives a more detailed overview of each module or feature that we offer for your website. A few things to keep in mind is that we have five icons listed here at the top. We have Back to School, Tips and Tricks, Troubleshooting, All Help Topics, and Give Us Feedback. All help topics is actually a great place to go where you can get a more detailed visual on the modules and features offered.  So if you click into it here, you can see that all of our features are listed out. Let's say I wanted some help on Calendars. I could actually click on Calendars here, and it'll give you which option you would like to view. When you click on it here, you'll be able to access and walk through the steps here. Then, we have our Give Us Feedback option. Please use this button as we would love to receive any feedback you have, positive or negative, and any product feedback that you may have for our website. So let's actually go into Back to School. Back to School is a great place to click into in the Help Center, especially if your responsibilities may be shifting, or maybe you're a teacher who needs to clean up your page, or you need guidance on building out your page. This is a great area to go into. You can click on each of these links here depending on which will pertain to you. And then there will be resources available for you here. Now, Tips and Tricks is an area where we have added frequently asked questions and some other areas that we think deserve additional attention, because it may have been requested frequently by users of Edlio. So if you have any questions, you can go ahead and click in here, and it might pertain to what you are looking for. Your last option is troubleshooting. This is more of an area for those who are more technical with the website or if you're a website administrator. For example, if you have sign-on issues with Google Single Sign On, this can give you the options that we have available. So if you are more on the technical end of the website, troubleshooting would be a great place to go. I'm just going to click here back up at the top to take us to the homepage of our Help Center, and we're going to focus now on the "Who are you?" section. So the "Who are you?" section is broken down into three sections. You have your Beginner, Advanced, and your Website Administrator. Beginner is a great place to go if you're a teacher wanting some help managing your pages or if you are maybe wanting to train your teachers. This is a great area to use and you can even print out the resources that are in here so they can have a guide with them if they prefer having paper. When you click on Beginner, it'll give you all the options that you can click into and again, you can of course print this out for your teachers. Now, the next two sections Advanced and Website Administrator, these areas are more to be able to answer the technical questions that you have. So again, kind of like our troubleshooting questions. These two sections would be a great place to go if you're on the technical end of the website. Scrolling down, you'll see our "Webinars and Videos" section. This is where you can register for any upcoming My Edlio webinars, and you can also view any of the previous webinars that have been recorded. This is a great resource to use especially for those who prefer a video approach of wanting to know how to do or use certain features on the website. If you sign up for a webinar, we go through everything and the recording is posted after. So, if you cannot attend any of the webinars, you will be able to view the recorded webinar in the Help Center. All you need to do is click on "More on webinars" and on the side, you'll see the link that says "Videos", and you'll be able to access any of the My Edlio webinars that have been recorded and placed here. Let's go back to our home page and go all the way to the bottom where you'll see an area that says, "Help Center Updates." You're going to see "Accessibility", "SIS Integrations", and "Video transcripts and captions". These are placed here since they are known as hot topics. If you want any information on any of these topics, you can click into each one of them and get the information that you would like. Let's actually go back into our admin site, and let's go back under our help drop-down and click into Contact Edlio Support. I want to share a few tips and tricks with you once you click into Contact Edlio Support. Now, on the landing page you're going to see some tips and tricks that we have here for you, or you can even listen in on the webinars that we have and of course there are how-to guides on learning about updates that we may have on the back-end. If you have more specific questions, if you cannot find what you are looking for here, if you scroll down, you're going to see the option of calling technical support, and you'll see the hours listed as well. It will be preset to your timezone. And then you have the option to submit a ticket. In order to submit a ticket, all you need to do is click on "Open new ticket," and it'll bring you to the following page. Under "How can we contact you?", because you've logged in with your credentials, it'll have your primary email address listed here. If you want to place a secondary email address, you can go ahead and do so. If you would like to put a phone number where you would like technical support to call you or you would like to include that for them, you can do that here as well. Then you're going to see the section of "Please enter your message". When you are reaching out to tech support, what we would like to recommend is to be detailed as possible when you're submitting your ticket. For example, if an image is not showing correctly, or a specific link needs to be updated, it would be great to supply the link of where that is on the website. Let's say there's an image issue that you're seeing on your end. If you could screenshot that and attach it here to the file of the message, so when tech support goes into actually work on the ticket, they have all the information that they need. They can go ahead and take care of that for you. Once you're ready to submit your ticket, all you need to do is click "Submit", and that'll put it in the queue for you. I did also want to mention, if I click back into Contact Edlio Support, if you scroll down, you're also going to see the option that says "View all tickets". When you click on "View all tickets", these are previous tickets that you've submitted. So let's say you had submitted one for an issue with images, image issues that you were experiencing. Instead of going in and actually creating a new ticket again for that issue, you can click on the ticket number that let's say was the one you submitted for the imaging. So if I click on it here at the top, you can re-open this ticket. If I click "Re-open this ticket" here, you can enter in the message, choose a file if you wanted to attach a message as well, and then go ahead and submit that instead of going in and creating a ticket all over again for the same issue if that were to happen. Keep in mind that with the two options that we're seeing here under the help drop-down menu, if you're not seeing Contact Edlio Support, that is because you have not launched yet. Once you launch your website you'll have access to contacting Edlio support. I did want to mention that for submitting tickets, the general turnaround time is about 24 to 72 hours. However, during our busier season it could at the very least take at least 72 hours to close out the ticket. This also always depends on what type of ticket you are submitting. Keep in mind that all users will have access to the Help Center and to tech support. With your technical support access, it is unlimited. You're not limited as to how many calls you can make or how many tickets you submit on your end. Our last resource that I would like to mention to everyone is our client success team. Our client success team is in place as a resource for you and are here to provide you with any information that you may need. Your client success representative could have been introduced to you in many ways. It could have been your project manager introducing them to you after the programming phase where you are introduced to your client success specialist, or the CSS has reached out to you themselves with an introduction. If you are unsure of who your client success representative is or have not heard from anyone, please email us at clientsuccess@edlio.com. Again that's clientsuccess@edlio.com We can put you in touch with your CSS. Today we covered all of the resources that are available for you. You have the Help Center, you have our Contact Edlio Support, and of course you have yours CSS that you can reach out to. I wanted to thank everyone for joining us today. We will be here for a few more minutes if anyone has any questions. We hope everyone has a wonderful day and thank you so much again for joining our My Edlio webinar. I hope everyone has a wonderful weekend.

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