How do I submit a Help Ticket?

A Help Ticket is an issue created by FCA staff, students, or families. This is sent to the Help Desk team, and someone will be assigned to help you solve your issue through the ticket. This keeps the issue organized and easy to follow up on, which helps the Help Desk make sure you are satisfied!

Opening a new Help Ticket is easy! You can do so through any of the following ways:

1. Starting a ticket in Canvas by selecting Help in the global navigation menu, then selecting Submit A Help Ticket on the Help menu.
2. Clicking the "? Help" button at the bottom-right of this FCA Help Guide, Parent Portal, or Student Portal, then selecting "Leave us a message" on the menu or "Live Chat" when an agent is available to chat.
3. Sending an email to [e-mail]

Once your ticket is submitted, you will receive an automated email confirming your ticket number. You will receive another email in that same conversation once the Help Desk replies!

To respond to the agent or add additional details about the ticket, simply respond to the same email conversation. Additional tickets do not need to be opened unless there are new, separate issues.

Once the issue appears to be resolved, the Help Desk will change the ticket status to 'Solved'. If you feel like the issue is still a problem for you, simply respond to that email to re-open the ticket. After the ticket is solved, you have the opportunity to rate the support and leave a comment. The Help Desk always reviews these ratings and comments!

If you are FCA staff and hear of an issue affecting a student or family, please encourage the person affected to open their own Help Ticket rather than doing so for them. The only situation where FCA staff would need to open a ticket on behalf of someone else is if the person affected has no internet access to open a ticket. Thank you!