In this article:

• Overview
• Login and access the correct support portal
  • Genesis or SchoolFi?
  • I am unable to see "Tickets" tab
• New Tickets
  • Submitting a new ticket
  • Include (CC) another staff member on your ticket
  • Attaching a screenshot of the issue
• Existing Tickets
  • Searching through your submitted tickets
  • Adding reply/comment to your ticket
  • Closing a ticket
  • Re-open a closed ticket
  • Including (CC) additional staff members on your ticket

Overview

This article explains how to manage your tickets within the Support Portals for Genesis and SchoolFi. Only users with portal accounts may create, view, and update tickets for the district. Users who do not have accounts may still access the portals, but can only view the documentation available for Genesis and SchoolFi. Within your tickets, you also have the ability to 'CC' a staff member who does not have a ticket account. These staff members can reply directly through email to participate in the conversation. For further information on setting up accounts to the support portal, please read here: Portal Account Management & Help

Submitting tickets is easy, and allows you to provide an in-depth summary of your inquiry to our support. Tickets can be submitted to support in order to:

• Report issues
• Ask general questions
• Request live training
• Request a new integration
• Provide us with feedback or suggestions
• Schedule a rollover with support

Login and access the correct support portal

Genesis or SchoolFi?

If your district utilizes both the Genesis (student information system) and SchoolFi (staff management) products, your district will be built into the ticket system as 2 districts. One for Genesis and another for SchoolFi. This will be denoted at the end of your district's title (ex: "Hudson Valley SIS" and "Hudson Valley SF").

When submitting tickets, make sure you are inside of the correct (Genesis or SchoolFi) support portal. 

When filling out a new ticket form, be sure to select the correct choice in the Application field for which product the ticket is about.

Taking these measures will ensure your ticket is sent to the appropriate department for support.

I am unable to see "Tickets" tab

The Tickets tab and Forums tab at the top of your portal are only visible for logged in users. 

If you are logged in, make sure you are logged in using the correct URL. You may need to adjust your bookmarks if the support portal is bookmarked. Try accessing one of the following links to see if it resolves the issue:

Genesis Support Portal website:  https://support-sis.genesisedu.com 

SchoolFi Support Portal website:  https://support-sf.genesisedu.com 

New Tickets

Submitting a new ticket

Sign-in to the appropriate ticket portal

Genesis related inquiries must be submitted through the Genesis Support Portal (support-sis.genesisedu.com)

SchoolFi related inquiries must be submitted through the SchoolFi Support Portal (support-sf.genesisedu.com)

1. Click Submit a ticket to start filling out a new ticket

When signed into the support portal, this button should appear at the top of your screen:

2. Fill out the ticket request form

* Required items have a red asterisk. See below for information on the ticket form fields:

Requester

This should contain your email address and cannot be changed.

Application

[District Name] - SIS must be selected when submitting Genesis-related tickets

[District Name] - SchoolFi must be selected when submitting SchoolFi-related tickets 

This will ensure the ticket is set to the proper visibility for other users in the district

Note: This field is only shown to users who submit tickets for both Genesis and SchoolFi platforms.

Add CC

CC other users from your district on this ticket

Genesis/SchoolFi Module

Select the most appropriate component relating to your inquiry, or choose Other

Genesis Module is displayed when entering a ticket through the Genesis SIS Support Portal

SchoolFi Module is displayed when entering a ticket through the SchoolFi Support Portal

Subject

Assign a title to your ticket. As you are typing into the Subject field, you will see links to Related Articles appear on the right side of the page:

Description

A full summary of your inquiry. Be sure to include as much detail as possible. If this is about an issue, please provide examples of the problem, or the specific screen/url the issue is occurring. Screenshots can be attached here by copying and pasting directly into the Description field, or by clicking the image icon "Insert Image (Ctrl+P)" 

Type

Select the choice that best describes your inquiry. For example, is this ticket a question? Or are you reporting an issue?

Priority

Select the choice that best represents this ticket: Low, Medium, High, or Urgent

Jira Ticket/URL

This field is used to report an issue that was previously started as a Jira ticket. If you would like to reopen and continue working with support regarding a previous JIRA ticket, please insert the Jira ticket number (ex: 'GS-100001' or 'SF-9009') into the Jira Ticket field.

Attachment

The last item on the page is for file attachments. Use this to provide support with further information about your inquiry. For example, if you are letting Support know about a memo from New Jersey, you can attach the memo here. Or if you are having difficulty importing a file into the system, please share it with Support so they can best troubleshoot your issue.

3.  Submit Your Ticket

Finish sending in your ticket by pushing the Submit button at the end.

After your ticket is submitted, you will be brought to your ticket where you may add comments or make additional changes:

After the ticket is submitted, you will receive an automated response confirming our receipt of the ticket. 

Include (CC) another staff member on your ticket

When filling out a new ticket form, you may use the Add CC button to include other users on this ticket. This will ensure the listed users are included in the email conversation. They will receive all of the same comment updates that occur on the ticket. The users listed as 'CC' will not have access to this ticket unless they are logged in. They can reply directly to e-mails received by this ticket as a way to respond back to the ticket. Their reply will be added as a new ticket comment.

For tickets that were submitted already, you may use the Add People button instead, from within a ticket. This will allow you to add or remove users who were listed as 'CC' on the ticket.

You can also 'CC' the user when replying directly to an email received for one of your tickets. This will automatically include them the next time a Genesis agent replies to your ticket. 

Attaching a screenshot of the issue

It is very easy to attach screenshots to tickets. Simply copy and paste the image within the text of your ticket Description field when filling out a new ticket. 

For tickets that were submitted already, you may paste screenshots directly into the text area when making a new comment.

Existing Tickets

Searching through your submitted tickets

How do I look up support tickets that were previously submitted? There are two ways to search for your tickets: 

1.  By Keyword

Log into the Support Portal and visit the Home screen.

Type your search keywords into the Hi, How can we help you? box, in place of 'Enter your search term here...'

Without searching or pushing enter, you will begin seeing search results directly below the search field as follows:

Any related Tickets or Articles that appear can be viewed by clicking on the title.

If you proceed with the search or press enter on your keyboard, your search results will appear as follows:

Click into Tickets to see the search results for your submitted tickets. 

2.  Browse through your Tickets

Log into the Support Portal.

Click into Tickets at the top right of the page:

This will open up a list of all your submitted tickets:

Use the right panel to filter your search criteria. You can update any of the fields available to refine your search:

Status

You may search All Tickets, Open/Pending, or Closed/Resolved

Sort by

You may sort your tickets results by Date Created, Date Modified, Priority, or Status

You can then choose Ascending or Descending

Company

Use this to retrieve tickets that are specific to Genesis or SchoolFi only, or All Tickets submitted by your district:

District Name SIS - Select this to show only tickets pertaining to Genesis (SIS)

District Name SF - Select this to show only tickets pertaining to SchoolFi

All Companies - Select this to view ALL of your submitted tickets

Raised By

Use this option to search for tickets submitted by a specific user within your district. If you need to see other tickets submitted by your district but you are missing this option, please contact Genesis or SchoolFi Support to have this adjusted.

Adding reply/comment to your ticket

When your ticket is received by a support representative, they may reach out for additional information. When an agent posts a comment to your ticket, you will receive an email update containing their response as well as your Ticket URL. You can reply directly to this email message, and your response will be added to the ticket as a comment. You can also log into the portal and reply with your ticket comment as follows: 

Click the Ticket URL in the email you received from support. 

(Example ticket URL:  https://support-sis.genesisedu.com/support/tickets/203084)

This will take you inside the Support Portal where you can view the entire history of your ticket:

Use the Reply button, or Click here to add comment box to begin commenting. These will both allow you to comment in the same way. 

Begin typing your response, and make use of the formatting tools above the comment area. Screenshots can be pasted directly into the comment text field:

Optionally attach a file by clicking Attachment.

Click the Reply button to finish. Support will be notified of your response. Your response is also sent to all users included in the 'CC' or 'Add People' section of this ticket.

NOTE:  Replies can also be sent directly from your e-mail. Just reply to the email you received based on one of your tickets. The reply will be attached to the ticket and the agent(s) will be notified. Other staff included in the 'CC' of your email will also be added to the ticket. 

Closing or Updating a ticket

Log into the Support Portal. 

Click into Tickets at the top right of the page

Click on the Ticket Summary (in blue) to open the ticket you wish to update.

This will open up the selected ticket, where the following changes can be made: 

Close Issue

Once your inquiry has been addressed, and you have finished posting comments to your ticket, it can be closed. This button will allow you to close the ticket. 

Application

This field is only shown to users who submit tickets for both Genesis and SchoolFi platforms. This field must bet set correctly with your district's name and "SIS" or "SF" depending on which platform this ticket is pertaining to. This will ensure the ticket is set to the proper visibility for other users within in your district. In the above example, the district Genesis Township Schools has selected that this ticket is regarding a Genesis (SIS) issue.

Genesis/SchoolFi Module

Select the most appropriate component relating to your inquiry, or choose Other

Genesis Module is displayed if the ticket was submitted  through the Genesis SIS Support Portal

SchoolFi Module is only displayed if the ticket was submitted through the SchoolFi Support Portal

Type

Select the choice that best describes your inquiry. For example, is this ticket a question? Or are you reporting an issue?

Priority

Select the choice that best represents this ticket: Low, Medium, High, or Urgent

Jira Ticket/URL

This field is used to report an issue that was previously started as a Jira ticket. If this ticket represents an existing JIRA ticket that you would like to reopen and continue working on, please insert the Jira ticket number (ex: 'GS-100001' or 'SF-9009') into this field.

Click Update to save changes to any of the above fields.

Add or CC Other Users

If you have not included other portal users on this ticket, you may do so by clicking Add people when viewing your ticket. You will be asked to enter the email address of a valid portal user. After finding the right users, click Add to finish.

Re-open a closed ticket

To re-open a closed ticket, first locate the closed ticket in your Ticket Search. You may need to update the status option to 'Closed' so the ticket appears in your search. Click into the ticket once you have located it. 

To re-open a closed ticket with support, simply post a Reply and it will automatically be re-opened. 

Including (CC) additional staff members on your ticket

To add or edit the CC'd users after a ticket has already been created, you can use the "Add People" button when viewing a ticket:

The following window will appear: 

1. For each email address you would like to add, type in the email address and press return/enter.
2. For each email address to be removed, push the "x" next to the email address.
3. Click the Add button to 'Save' the list of emails attached to this ticket.

What is sent to users who are CC'd on my ticket? 

Since the users on the CC/Add People list do not have to be users of the support ticket portal, the people CC'd on the tickets do not get the same emails as the person reporting the ticket. For example, instead of receiving a direct URL to the support ticket, the person will be notified of the ticket you opened, informing them of the subject and description of the issue. 

By email, they will receive a copy of all communications sent by Genesis Support, as well as any comments you made on the ticket yourself. Even though the CC'd user may not have access to the ticket itself, it is still possible for them to reply directly by email to the CC notifications that are sent to them. Every time they reply to the email, this will appear as a new comment on the ticket with support, and the Help Desk will be notified of the new comment.

See below for examples of this communication:

Example Notification of a created ticket:


Greg Ciano submitted a new ticket to Genesis SIS Support and has CC'd you on the following ticket: 
Re: Gradebook Issue 
A teacher reported their grades went missing. Can you please get someone to assist? 

Example Email when a CC'd user is notified of a new comment:
 
There is a new comment in the ticket submitted by Greg Ciano to Genesis SIS Support: 
Comment added by Rich Dilts: 
When were the grades last seen in the teacher Gradebook?  Original Ticket Summary: 
A teacher report their grades went missing. Can you please get someone to assist?