Submit a Ticket

If the AI assistant cannot resolve your question, or if you have an access problem, a data issue, or anything that requires a human response, submit a support ticket.

How to submit a ticket

1. Click the Support button in the top-right corner of any dashboard page.

2. Select a topic from the list:

   • Ask for help — general questions about the dashboard or MN framework
   • Walkthrough — you want a live walkthrough of a feature or workflow
   • Report an issue — something in the dashboard is not working correctly
   • Interpret a student — you have a question about a specific student’s profile (see privacy note below)
   • Urgent — you have an access problem or a time-sensitive issue

3. Write a short description of your situation. The support button shows your current page automatically — you do not need to describe where you are in the dashboard.

4. Click Submit. You will receive a confirmation, and a member of the support team will respond within the time shown in the Response Times table.

Tip: For urgent issues during school hours (7am–5pm EST on school days), select the Urgent topic. This routes your request directly to your account owner.

What to include for a fast response

Good tickets include:

• What you were trying to do
• What you expected to happen
• What actually happened
• Any error message you saw (copy the exact text if possible)

For student-related questions: describe the situation using role and context only — do not include the student’s full name, ID, or other identifying information. See FERPA & Support Requests for guidance.

Contacting support directly

You can also email support@multiplenatures.com directly. Include your school name and the dashboard page you were on when the issue occurred.