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How can I get help with technical support for my students?

Part of running a business online means supporting your customers. Here at Thinkific, we can offer you world-class support to help you run yours! However, there may be a time when you get a call or email from your own customers asking for technical help.


Web applications can be frustrating to troubleshoot, so here are some first steps you can take to solve the problem without requiring outside help right away:


  1. Send the user here: http://www.refreshyourcache.com/en/home/ and tell them to refresh their cache. Sometimes browser caching causes problems.

  2. Tell the user to try in a private window in their browser of choice (e.g. Chrome's Incognito Mode, or Firefox's Private Window). This opens a fresh browser window without any extensions or settings blocking your content.

  3. Tell the user to try on a different browser (Chrome, Firefox, Edge, Safari, IE, Opera, etc). Sometimes the installation of their browser may be damaged. If it works on every browser but one, tell them to reinstall that browser. If the issue persists after reinstalling, send in a support ticket to us as it may be an issue only we can fix!

  4. Tell the user to try on a different device or computer (mobile phone, tablet, PC/Mac laptop/desktop, etc.). Sometimes a certain device has trouble with a content type. This is rare but could be a problem.


After all of that, if nothing resolves the problem, send a support ticket to us via http://help.thinkific.com/support/tickets/new describing all the results of the above troubleshooting methods.


We've got your back, but we need as much information as possible about the issue your student is experiencing. We can get to a solution fastest with your help.


We're in this together!


Hi there,

this is really useful. I'm wondering if it is possible to set up a template page similar to what you provide for the terms and conditions and privacy policy, and create an automatic potential link on student pages - so each course has a help button with these suggestions. Otherwise, good to have it as part of the onboarding instructions. I will bookmark now and action, but it could be added into your infrastructure to make things even easier for instructors.

Thanks,
Kim

 

Hi Kim!


You can use the Additional Pages feature to create this. In this way the link to your "Help" page will always visible on your site's header. Check this article for more info: http://thinkific.freshdesk.com/support/solutions/articles/219903-adding-additional-pages-to-your-thinkific-site

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