Receiving Product Support
- Lisa Tunnell
To submit a help request, you have several options:
Submit a help ticket within the Pathways application
Email the EAI support team at eai-helpdesk@educationadvanced.com
Submitting a Help Ticket
The most efficient way to receive detailed support is to submit a help ticket through the Pathways product:
Click on Support>Create Support Ticket from the top navigation menu
Enter any related information you can provide for our support staff to assist, including the following:
Summary
Pertinent attachments, if any
Description
Area of application
Including “data about your current environment” allows us to know the browser and page URL where the issue was encountered, which permits more accurate troubleshooting.
Click “Submit”
Reviewing and Replying to Tickets
To review current tickets, you must have created an EAI Help Center Account
You can view submitted tickets and status via the JSM dashboard by clicking on Support>View Tickets in EAI Help Center
Filter tickets to “Created by Me” to only tickets submitted by you
Filter tickets to “Where I am a Participant” to see tickets you have been tagged on by EAI support staff
To reply to a ticket:
Click on the ticket within the EAI Help Center and add a response
Reply to the ticket email from the EAI Help Center (above the line, as indicated)
You can view legacy tickets (previous tickets submitted through the in-product ticketing system) by clicking on Support>View Legacy Tickets
Creating an EAI Help Center Account
Navigate to Support>View Tickets in EAI Help Center
Enter school email address, click Next
Click “Continue with password”
Click “Forgot Password”
Check email and follow password setup instructions
To navigate directly to the EAI Help Center, click on your profile in the upper right, then “Requests”
Otherwise, return to Pathways, Navigate to Support>View Tickets in EAI Help Center