Submit a Hero Support Ticket

It's easy to submit a ticket to our Technical Support team using the link below:

Submit a Ticket

What is a Good Ticket Subject?

The subject line is the most important part of your customer support ticket. Concise subject lines are short and direct to the point. Why? Because it helps in telling us immediately what your concern is.

Please provide a brief description of your question, concern or feedback.

The following subject lines will help us address your question or concern right away. Also, when you describe the question or concern in the subject line, it makes it easier for our ticket routers to prioritize it.

For example:

• Printing Gives Error on Chrome
• Need Access to Edit Forms
• Unable to add new teacher
• Sync issue ...

Note: Please avoid subject lines like

• Need help ASAP!!!! or URGENT!
• This subject shows a sense of urgency, but doesn't reveal the context of the message and sets unnecessary panic.
• Start Date
• This subject by itself does not reveal any context about the question of concern.
• I am trying to add my 4th grade teachers, but I can't. Can you help me in determining the cause so I can add my 4th grade teaching team?
• This subject should be reserved for the ticket description.

What is a Good Ticket Description?

Please make sure you provide a full description of your problem as this will be the “meat” of your support ticket. The more details you provide in your support ticket, the better we can help you resolve your question of concern in a timely manner.

Here’s what a sufficiently detailed description should include:

• Brief introduction of yourself
• It helps to know who we’re supporting. Be sure to include your full name, email address, school, and organization that is connected to your account.
• Your end goal
• What did you want to accomplish before the issue occurred?
• An example would be, “I was about to [end goal] when [problem]...” or “I was trying to submit the student information page and the button would not allow me to click on it.”
• Technical details
• Basic details will include the web address or URL where the error occurred, the device you used, and your operating system and browser version. If you don’t know yours, you can check supportdetails.net
• Example:
• If a request is related to an error/bug please provide the following information:
• Example student or teacher
• Steps to reproduce the error
• Screenshots/Video (if applicable)
• Hard deadline to have this error resolved and why