Getting Assessment Support

HelioCampus is happy to help with questions or concerns.

• Support Portal: Users with an administrative role in the platform can submit support tickets via the support portal. Visit the Assessment Support Portal!

• Email Support: Available Monday through Friday 8:30 AM - 5:30 PM EDT support@heliocampus.com

Accessing the Support Portal

Support portal access is reserved for platform administrators; in most cases, these are users that have been assigned the Institution Admin role in the platform.

Platform administrators that have commonly reported support issues via email are considered existing users and therefore have portal access and will be required to update their password upon login.

Existing User Support Portal Access

1. Upon navigating to the Assessment Support Portal, users will be presented with a login screen where the user’s email address can be entered.
   The email address utilized to log into the support portal should be identical to the email address utilized for the user account within the platform.

   

   1.  Upon clicking Next, existing users will be required to click Forgot Password? to initiate a reset password link to be sent to the email that was entered.

      

2. Once the password has been reset, the user will be able to login using the email and newly reset password moving forward.

3. Upon support portal login, the support portal homepage will display where an option/category can be selected to initiate the creation of a support ticket. For additional support, the search bar can be utilized to search topics within the Assessment Knowledge Base.

   

New User Support Portal Access

If a user requires access to the support portal (e.g. not an existing user), a current Institution Admin should submit a request via the Support Portal and include the below:

• The user's email address

• The user’s current platform role

For Institution Admins that do not have support portal access, a ticket can be submitted via email to add the new user as well as the Institution Admin user to enable support portal access.

Upon creation of the new account, the new user will receive an email invitation to finish setting up their account; this email will include a link to prompt the user to configure their full name and password.

📔 Additional Resources

• Create a Support Portal Ticket

• Review a Support Portal Ticket