Kuali Student Help Portal Guide

Overview

Support for Kuali Student is handled through the Student Help portal at http://student-help.kuali.co. Subscriber institutions assign two named support contacts who are responsible for submitting support requests. The portal also includes knowledge base Solutions and community Forums.

How to Create Your Account and Log In

  1. Visit http://student-help.kuali.co. The first time you visit, click the Sign up link at the top right corner to create an account.

  2. Complete the form and click Register to submit it.  

  3. Check your email for the activation message and follow the activation instructions to finish creating your account.  


Once your account has been activated, you can use the Login link at the top right corner to log in and submit and manage your support requests.

How to Navigate the Portal

The Home screen includes navigation links, search, and recent content. Use the top navigation bar to visit Solutions, Forums and Tickets. Use the Search (How can we help you today?) field to search for solutions and posts by keyword or topic. You can quickly create or check ticket status with the links next to the search box. (Only named admins should create support tickets.)

How to Create Support Tickets

Before creating a support ticket, use the Search field to see if your support questions are covered on the portal. If you can’t find relevant resources, you can create a new support ticket.


  1. Click the New support ticket link next to the search box on the Home or Tickets screen.

  2. Enter your email address, subject and priority.

  3. View the Related articles content in the right panel to see if your support questions are covered on the portal. If you can’t find relevant resources, you can create a new support ticket.

  4. Complete the Description field and click Submit. Make sure you include details to help us help you, such as name and role of user experiencing the issue and the URL for your environment, so we don’t have to request more information from you. It’s always best to attach screenshots or videos demonstrating the issue.  


How to Check the Status of Your Tickets

  1. Log in and click the Tickets link in the top navigation and click the link to the ticket you want to view.

  1. View or update the ticket.

You can change the priority and reply to comments.

 

You can add people to the ticket with their email address, or close the ticket if you feel it’s been resolved.

 3.  When your ticket is closed, you’ll have the opportunity to complete a quick satisfaction survey.