How to Submit Support Tickets and Get Help
At Edlio, we're here to help you succeed! Our support system is designed to get you answers quickly through our AI assistant Eddy, and escalate to our human support team when needed.
Check for System Issues First
Before submitting a ticket, you can check if there are any system-wide issues affecting Edlio services. As you can see in the support interface above, there's a status widget that displays current system status (like "Status: All systems operational"). You can also visit status.edlio.com for detailed system status information and updates from our team about any known issues.
Getting Started with Eddy, Your AI Support Assistant
When you need help, simply click on the Edlio support messenger. You'll see a search interface with common help topics - click on "Ask a question" at the bottom to start chatting with Eddy, our AI support assistant, who is available 24/7.
Once you click "Ask a question," you'll be connected with Eddy who will greet you and ask for detailed information to provide the best help possible.
Notice that Eddy immediately asks you to "share as much detail as possible" - this is your cue to provide all the information about your issue in your first message.
Tips for Getting the Best Help from Eddy
As busy administrators and teachers, your time is valuable. Here's how to get the fastest, most accurate help from Eddy:
If you ask Eddy to "create a ticket" or "connect me to a human" without providing details, you'll still be prompted to explain your issue. This isn't to delay your request - it's to ensure our human support team has the context they need to help you efficiently.
Provide All Details in Your First Message
Instead of starting with "I have a problem with my website," try:
"I'm trying to update the lunch menu on our website but when I click 'Save' I get an error message that says 'Failed to update.' This started happening yesterday after I added a new menu item. [Upload screenshot of the error message]"
Or for content updates:
"I need to update a link on our homepage that goes to our old district calendar. The current link is https://oldcalendar.district.edu and it should be updated to https://newcalendar.district.edu. The link text says 'View District Calendar' and is located in the quick links section."
Include Key Information & Submit One Issue Per Ticket
Always include:
What you were trying to do (your goal)
What you expected to happen
What actually happened (including any error messages)
When the issue started
Any recent changes you made that might be related
Screenshots of error messages or visual issues
The new link or content if you need something updated
The actual code if you need something embedded
Remember: Create separate tickets for unrelated issues - this helps our support team track and resolve each problem more efficiently.
Be Specific About Your Setup
Mention:
Which page or feature you're working with
Any recent changes you made
If this worked before or is a new issue
Upload supporting files (screenshots, images, PDFs, CSV files, spreadsheets) when relevant
Why This Matters
When you provide complete information upfront, Eddy can:
Give you more accurate solutions immediately
Create a detailed support ticket if escalation is needed
Help our human support team understand your issue faster
All information you share with Eddy will be included in your support ticket if it needs to be transferred to our human support team.
Read Eddy's Responses Carefully
Take time to read through Eddy's responses as they frequently provide immediate solutions. This can save you time by resolving your issue on the spot rather than waiting for a support ticket response.
Eddy's Approach to Support
Eddy is specifically trained to distinguish between issues that can be resolved immediately and those requiring human assistance. By providing complete details about your request, you help Eddy make the right determination - whether to offer direct solutions or create a support ticket for our human team.
How Support Tickets Work
Automatic Ticket Creation
Eddy is trained to provide solutions first and only create tickets for requests that require human assistance. Providing full details helps Eddy make this determination accurately.
A support ticket is automatically created when:
Eddy determines that your issue needs human assistance after attempting solutions
You tell Eddy that the provided answer wasn't helpful
When this happens, Eddy will inform you that your request is being sent to the support team and will confirm when your ticket has been created. All the information from your conversation is included in the ticket.
Viewing Your Tickets
You can view all your support tickets anytime by:
Opening the support messenger
Clicking on the "Tickets" tab at the bottom
You'll see a list of all your tickets with their current status
Understanding Ticket Status
Your tickets will show one of these statuses:
Submitted: Your ticket has been received and is queued for our support team
In Progress: Our team is actively working on your request
Waiting on you: We need additional information from you to proceed
Resolved: Your issue has been solved
Viewing Ticket Conversations
To see the full conversation for any ticket:
Click on the ticket you want to review
Click the "View conversation" button
You'll see the complete history of your support interaction
Getting Notifications About Your Tickets
When You're Logged Into Edlio
If you're logged into your Edlio admin site when our support team replies:
You'll receive an instant notification in the support messenger
The notification will appear as a popup showing the agent's response
You can click on it to continue the conversation immediately
When You're Not Logged In
If you're not currently logged into your Edlio admin site:
An email notification will be sent to the email address associated with your Edlio account
The email will contain the support team's response
You can log into Edlio to continue the conversation
Best Practices for Faster Support
Do This ✅
Start with complete details in your first message
Upload screenshots for error messages and visual issues
Attach relevant files (images, PDFs, CSV files, spreadsheets) when needed
Include the new link or content if requesting updates
Provide the actual code if you need something embedded
Specify which website/feature you're working with
Mention any error messages exactly as they appear
Check your ticket status regularly
Avoid This ❌
Vague descriptions: "My website isn't working" instead of specific details
Incomplete information: Not mentioning error messages, timing, or what you were doing
Piecemeal requests: Sending "I have a problem" then waiting for questions
Missing context: Not saying which page or feature you're working with
Common Questions
Q: How quickly will I get a response? A: Eddy responds instantly. If transferred to our human team, your ticket is assigned to our support queue and reviewed in the order it was received, ensuring all users get fair and timely assistance. Please note that responses may be delayed during high-volume periods such as back-to-school season.
Q: Can I attach files to my message with Eddy? A: Yes! You can upload screenshots, images, PDFs, CSV files, and spreadsheets to help explain your issue or provide necessary documents.
Q: What if I have multiple related issues? A: If your issues are related to the same problem or feature, you can include them in one conversation. However, create separate tickets for completely unrelated issues so our team can track each one properly.
Q: Can I have multiple tickets open at once? A: Yes, you can have several tickets open simultaneously. Each will be tracked separately in your tickets list.
Q: How do I know if my issue was resolved? A: Check your ticket status in the Tickets tab. You'll see "Resolved" when our team has completed work on your request, and you'll receive a notification with the solution.
Q: What if I need to add information to an existing ticket? A: Simply reply to the conversation or click "View conversation" to add more details to your existing ticket.
Q: Will I lose my conversation history? A: No, all conversations are saved and accessible through your tickets list for future reference.