Contact ShuleOS support
Raise a support ticket when something is broken or you need help, and follow the conversation until it is answered.
Account → Support is where the school office talks to ShuleOS itself: something in the system is broken, you are not sure how to do something, or you have a question about billing. It is separate from Report a Problem, which teachers use to tell the school office about a broken window, tap or projector.
Raise a ticket
- Click New ticket.
- Fill in the form:
| Field | What to enter |
|---|---|
| Category | What kind of ticket this is: something is broken, billing or payment, "how do I…", a feature request, or something else. |
| Subject | A short line describing the problem, for example "Cannot generate report cards for Form 2". |
| Tell us what happened | As much detail as helps: what you were doing, what you expected, and what happened instead. |
- Click Create. You see "Ticket sent" and ShuleOS support is told about it straight away.
Every ticket your school has raised is listed on this page, however many people raised them, not only your own — anyone in the office can pick one up and reply.
Follow a ticket and reply
Each row shows the Subject, who raised it, the Category and its Status:
| Status | Meaning |
|---|---|
| Open | Waiting for ShuleOS to answer. |
| In progress | ShuleOS has replied and is looking into it. |
| Resolved | ShuleOS considers it fixed or answered. |
| Closed | The ticket is done with. |
Click View on a ticket to read the whole conversation. Type in Add a reply and click Send reply to add anything more, or to say a "resolved" ticket still is not fixed — replying reopens it automatically.
If something goes wrong
| What you see | What it means and what to do |
|---|---|
| A ticket stays "Open" for a long time | ShuleOS support has not answered yet. There is no need to raise it again; add a reply instead if it has become urgent. |
| You cannot find an old ticket | Every ticket your school has ever raised stays on this list, whoever raised it. Scroll or search by subject. |
Related guides
- Users: logins for the school officeGive each person in the office their own login and role, reset a forgotten password, and switch a login off when someone leaves.
- Your plan and the audit logSee what your package includes and how much of it you have used, ask for an upgrade, and look back at who did what and when.