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The Local Administrator:08 - Creating and managing support tickets
The Carnegie Speech Support Center allows students, teachers, and local administrators to submit support tickets and follow the progress of their ticket(s) after creating an account at https://support.carnegiespeech.com/?login=1
There are two main categories of support: Technical Support (when something is not working) and Customer Care (working with the user to understand and use the tools in NativeAccent).
There are three ways to submit support tickets:
- Send an email to [email protected], including a description of the issue and relevant information such as the school or business name, course name, user name, etc.
- Leave a chat message for the support team on the Carnegie Speech Support Center website.
- Submit a ticket on The Carnegie Speech Support Center website. This process supports both technical and customer care issues.
The Carnegie Speech Support Center has a knowledge base lookup for most customer care issues, as well as Student, Teacher, and Local Administrator Roadmaps. Local administrators need to be conversant with all the processes described in the roadmaps.
The Carnegie Speech Support Center - Ticket Tracking
Any user can track tickets that they have raised by creating an account on the support site.
- NOTE: The Support Center is facilitated on a totally different system. The login ID and password are not associated with any user account in NativeAccent.
- Tickets are associated with the email address of the person submitting a ticket, so be sure to use your standard email address when creating your account in the Support Center.
This completes the Local Administrator Roadmap Articles.
