Approved Support Contacts: Create a Case or Service Request
Table of Contents
ASC Homepage Navigation Video
Why Has the Homepage Changed?
Create a Case
Create a Service Request
ASC Related Links
Feedback
ASC Homepage Navigation Video
Why Has the Homepage Changed
At D2L we're proud to be growing with our Clients, and we're working together to respond to unprecedented change in the face of COVID-19. Together we can better support our Learners in achieving an uninterrupted educational experience. We believe part of that goal can be achieved by providing fast, and effective communication to all clients through our Brightspace Community.
Positive Changes:
- We're improving the color contrast of the entire Brightspace Community. All Community users will now see an improvement in the color contrast of their Brightspace Community. This change allows us to increase the color contrast rating from WCAG AA to AAA for normal sized text.
- We've unified the homepage from it's previous split page design guided by feedback from our ASCs.
- We've made it easier to ask for help when an article or search of the Community doesn't help you find critical information that may help solve a problem with the new Search Wizard and Help Button
- We're working to create more content just for you, like case and request filtering documentation.
Create a Case
When you need to create a case, you have reason to believe that something in Brightspace is not working correctly. That is why in your new homepage, case creation begins with a search of the Community. If something is not working in Brightspace, we want to ensure that we are able to communicate quickly and effectively with all Brightspace customers. Use search to discover if there is a path forward that has been recommended for the issue you are having. Follow an article to receive an email when the article is updated.
1) Your first step is to search the Community from the search bar.
2) Review the resources presented to you and select any returned search items which may help in answering your question.
3) The Help Button follows you from the search page to a discussion or article that you choose to review.
If the Discussion or Article are unable to help you resolve the issue you're having, select the help button to either ask your question on the Community or open a case.
4) Select either "Ask a Question" to post your question to the Brightspace Community, or "Open a Case" to pursue the investigation with Support.
*Note*: Since the last ASC Homepage revision in February 2019 the majority of questions asked in the Community have received an answer within 24 hours. At the same time, the number of questions asked has doubled!
Asking your question on the Brightspace Community helps you to receive an answer as fast as possible.
Create a Service Request
1) Select "Service Requests" to begin your service request, and choose from the available Service Request options .
ASC Related Links
ASC Resource List
ASC Case/Request Filtering Documentation
Feedback
At D2L we know that a good Educator is also a good Learner. Our Approved Support Contacts have seen our Community, and this Homepage grow and change over time. Your thoughts, and guidance are helping us to improve and develop this space. Please continue to coach us with your feedback and thoughts on the future of this space. Leave your ideas in the comments section on this article and we'll use that feedback to inform future changes and improvements to the Community and the Approved Support Contact Homepage.