Get Help » Create a Support Ticket

Create a Support Ticket

How to Submit a Support Ticket Through Eddy, Edlio's AI Assistant


Introduction


Eddy is Edlio's new AI assistant, designed to help you get answers to your questions quickly and submit support tickets when necessary. Eddy provides a conversational type of support, making it easy to get the help you need through natural dialogue. This guide will walk you through how to interact with Eddy and get the help you need.


Accessing Eddy


Eddy is available directly through your Edlio admin site. Simply log in to your administrator dashboard and look for the Eddy chat icon in the bottom right corner of your screen.

How to Use Eddy


Step 1: Start a Conversation


When you click the Eddy chat icon, you'll see a support portal. From here, you can:
  • Search knowledge base articles, or
  • Click "Ask a Question" to talk directly with Eddy

Step 2: Ask Your Question


Type your question or describe your problem in natural language. The more specific you are, the better Eddy can help you. For example:
  • "I need help updating my school calendar"
  • "How do I add a new site navigation link?"
  • "How do I upload a new image to my shuffle?"

Step 3: Get Instant Answers


Eddy will immediately analyze your question and provide an answer if the information exists in Edlio's knowledge base. This can save you valuable time waiting for a support agent.


Step 4: Submit a Ticket When Necessary


After Eddy provides an answer, you'll have the opportunity to indicate its helpfulness. If further assistance is needed, Eddy can either:
  • Offer additional tailored support, or
  • Effortlessly connect you with our dedicated support team by automatically generating a ticket with your conversation details.
 

Step 5: Track Your Ticket


Once submitted, you can track the status of your ticket in the Edlio support panel under "Tickets" and you will also receive ticket status updates via email.

Benefits of Using Eddy

  • 24/7 availability for immediate assistance
  • Skip waiting for an agent to reply to common questions
  • Streamlined ticket submission process
  • Consistent guidance through Edlio's features

Tips for Effective Communication with Eddy

  • Be clear and specific about your issue
  • Include relevant details like page URLs or error messages
  • If Eddy misunderstands your question, try rephrasing it
  • For complex issues, have screenshots ready to attach to your ticket

Troubleshooting: Support Launcher Not Appearing


Why it's happening:


The messenger launcher relies on JavaScript to display properly on your admin site. If you're not seeing it, this is likely due to one of two common issues:
  • JavaScript is disabled in your browser settings
  • Ad blockers are active and interfering with the launcher
 

How to fix it:

  • Check JavaScript settings: Ensure JavaScript is enabled for your admin site in your browser settings
  • Adjust ad blocker: If you use an ad blocker, either:
    • Add your admin site URL to the exclusion list, or
    • Temporarily disable the ad blocker while using the admin site
 
Once these settings are adjusted, refresh your admin page and the messenger launcher should appear.