Guide - Connecting Students to BSI Help Desk

Guide - Connecting Students to BSI Help Desk

You have two options to get support for students who are struggling with BioSig-ID services:
  1. Submit a help desk ticket on any of our help sites.
  2. Submit a ticket through the BioSig-ID dashboard.
Alert

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.
Submit a ticket button location in article.
2. Enter student details. We need to know who the student is you are seeking support for, and how to contact them directly.
Alert
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:

Info
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.
How to locate a user in the dashboard.

2. From the details tab click the button "Create Zoho Ticket".  You should only click this button once.
Create Zoho Ticket button location.
Warning
Click the button "Create Zoho Ticket" button only once. If you click multiple times an error will display.
Example error where user clicks "Create Zoho Ticket" multiple times.
3. (Optional) Email the user and tell them to check their emails for a response from the BSI team.
Warning
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.


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