Welcome to our Customer Support Portal
Our Customer Support Portal is your best resource when you’re working with academic technology. The site is filled with resources and help articles created just for instructors within the University of Missouri System. One of the best things about our support portal is that you can log in to save your favorite articles, and favorite services and can check on the status of your request with us.
Finding the help you need
When it comes to searching and finding the article you need, you have a few different options.
Search
The search bar is available on the homepage or at the top of every article and service page. Enter your keywords and you’ll be provided with a list of helpful articles, available services and Notices & alerts. Content is kept up to date and will also direct you to additional helpful articles, vendor resources and contact information.
Browse
Browse by solution
If you’re not exactly sure what you’re looking for, try perusing our Knowledge Base for topics like assessment, proctoring or inclusion and accessibility. View recent and popular articles for inspiration on where to go next.
Browse by service
Maybe you keep hearing about a tool but don’t quite understand what it does or how you would use it in your course. In that case, you may want to browse by tools in the Service Catalog. Select a tool like Zoom to get an overview of what it does and how it works. To the right, you’ll also see additional Zoom articles suggested to you.
Additional resources
Along with our help articles, our Customer Support Portal is home to several other helpful resources. We recommend bookmarking the page so you can easily find what you need exactly when you need it.
Notices & alerts
The Notices & alerts area has important updates from the Academic Technology team. Items posted here include expected changes or updates to our teaching technologies, upcoming training opportunities and updates about known issues with fixes and workarounds.
Knowledge bases
We don’t recreate every single article for every tool, so you may need to look beyond the portal to find the step-by-step guide that you need.
Search for a tool’s campus and vendor resources (ex. Zoom campus and vendor resources) article for key resources. There is also information for if you’re having trouble accessing a tool and want to know if it’s just happening to you or if there is an outage.
The campus and vendor resources page for each tool is linked at the bottom of each article. Try browsing the Canvas Community or review the VoiceThread support pages if you just need a reminder of how to do something.
Request an academic tool
If peers from other institutions are talking about the latest and greatest technology on the market, you can suggest it to our team. Our team will research to ensure the tool fits in with our other technology resources, doesn’t cost students directly and meets the needs of our faculty. Once it’s given the green light, we’ll integrate the tool and help you begin using it in your course.
Help us improve the site
We’ve tried to create a comprehensive resource, but if something is missing, let us know!
Scroll to the bottom of any of our tool articles to leave feedback and let us know how we can improve. Our documentation committee will do the research and create a new article to help you and your peers.
Get in touch
The best reason to bookmark our Customer Support Portal may be the direct access it provides to the Academic Technology (AT) team. We’re here to answer all your thorny technology questions or help you brainstorm the best tool for your course.
Chat
Look for the “Click here to chat” button to connect directly with our team. Our bot will ask you for your name and email address so we can follow up if we get disconnected. After that, you’ll talk directly with one of our friendly AT team members.
Phone
If you prefer to hear someone’s voice, you can give us a call. From 8 a.m. to 5 p.m. Monday to Friday, you’ll be connected directly with an AT team member. We’re also available to meet with you on Zoom should you need to share your screen.
If you call outside of those hours, you’ll be directed to talk with BlackBelt Help, our off-site after-hours support team.
When in doubt, don’t hesitate to send an email to teachingtools@umsystem.edu. Whether something is going wrong or you just want a second set of eyes to check your settings, we’re always happy to help.
We offer extended email support hours at the start of each semester. So, even if you email us the Saturday before classes begin, we’ll be there to make sure things are running smoothly before you publish your course.
Author
Faydre McGennis
In addition to supporting various academic technology tools, Faydre coordinates documentation, training and consultations for Missouri Online.
