Guide - Connecting Students to BSI Help Desk
You have two options to get support for students who are struggling with BioSig-ID services:
- Submit a help desk ticket on any of our help sites.
- Submit a ticket through the BioSig-ID dashboard.
Important: Submit support requests through the help desk, not direct email to BSI staff, because:
Faster communication
All agents have access to the ticket system
Help desk operates during these hours: [Help Desk Hours]
Avoids student confusion
Submit a help desk ticket on any of our help sites:
1. Scroll to the bottom of this, or any page on help.biosig-id.com or setup.biosig-id.com and click submit a ticket.
2. Enter student details. We need to know who the student is you are seeking support for, and how to contact them directly.
Please do not include instructor contact details as we need to communicate directly with the student.
3. When you are done click "Submit"
4. (Optional) Email the user and tell them to check their emails for a response from the BSI team.
Submit a ticket through the BioSig-ID dashboard:
Only certain members of you team have access to the BioSig-ID dashboard. Please contact your schools admin if you would like access.
1. Sign into the Biosig-ID dashboard and preform a managed user search to identify the user.
2. From the details tab click the button "Create Zoho Ticket". You should only click this button once.
Click the button "Create Zoho Ticket" button only once. If you click multiple times an error will display.
3. We ask for a subject and description. These will be seen by the user so don't include any internal only messages.
4. (Optional) Email the user and tell them to check their emails for a response from the BSI team.
The message from the BSI team will go to the email listed on the details tab for the user. If the user dose not have access to this email address we will be unable to contact them.
Already Created Tickets:
You may see either a current or past Zoho ticket in your view.
Open tickets: Displayed in light blue with a yellow life ring
Closed tickets: Displayed in medium blue and allow you to create a new ticket if the previous ticket did not match your concern
Multiple tickets: Use the arrows to navigate between multiple tickets
Time: By default, the system shows the general time the ticket was submitted. To view the exact date, time, and time zone, click the calendar icon. The icon will change to a clock and display the full details.
To change your time zone, scroll to the bottom of the page.