Interacting With Support

Our team is more than happy to help with software errors & bugs. The majority of issues faced from an FTO or trainee can be resolved via organization administrator. Typical issues include role/permission settings, account configuration, or individual trainee status.

In order for us to give the best level of support, there are a few best practices we ask you review & follow.

Things We Can't Help With

Trainee Data & Account Statuses

For data continuity and security reasons, we cannot make changes to training data, enter training data on behalf of users, delete information, or change the status of individual accounts (including unlocking or changing roles/permissions).

All of these changes are able to be made by the organization's administrators.

Any support tickets requesting these changes will be redirected to your organization's administrators to allow them to make these changes.

Organization-Specific Training Questions

While we have helped stand up training related to your organization's account, we cannot provide specific advice or information about training specific to your organization. We may not be aware of changes, nuances, or internal guidance that could affect training.

Entering Training on Your Behalf

We cannot enter training on behalf of FTOs. Requests for Pipeline to complete training will be unable to be fulfilled.

Where We Can Help

Software Errors

If you experience a 500-level software error, please open a support ticket. This will give us context around what happened and how we can assist.

Issues Unable to be Fixed by an Administrator

If - after bringing an above issue to an administrator of your organization - the issue still cannot be resolved, open a support ticket from the affected account. Provide us background on attempts to resolve the issue.

How to Interact with Support

First and foremost - we are humans on the other side of the conversation. We understand that not all things work all the time. Our team is more than happy to assist - we can provide better support when requests are delivered with respect.

In order to deliver the fastest and most accurate support responses, our team will need the following:

  1. The affected user must open the support ticket from within their account.
    1. Tickets opened on behalf of another user may delay the support process and/or may not be able to be answered.
  2. The ticket must be timely - open it as soon as practical (after attempting resolution through your administrator)
  3. Describe what you were looking to happen within the software.
  4. Describe what actually happened within the software.

The majority of these can be completed right within the support beacon located in the bottom right corner of every page of the software. Try out our AI Answers & help docs - these will likely get you the answers you need.

Support tickets that are opened without proper information, on behalf of another user, or that are uncooperative may delay the ability for our team to resolve your issue and may result in the ticket being closed without resolution pending further information.


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