What information should I provide when submitting a ticket with the Degreed Technical Support team? – Degreed

Description

I would like to submit a support ticket with all the necessary details so Degreed Technical Support can investigate the issue effectively. What information should I include?

Answer

Please note, this article explains the key details you’ll need when submitting a support ticket. Make sure each ticket focuses on only one issue.

Key details you should include in every support ticket

Include a brief description of what you are trying to do, what is not working, or what you are looking for. Make sure that the description is concise but contains context
Steps that you are taking. This is required when you are facing an issue or error message
If there is an error message, copy and paste the error message exactly as it displayed to you
Share a full screenshot of the error message or issue that you are facing
For access issues, inform if you were ever able to access. If yes, inform the last time you were able to successfully log in. If you are a new employee, waiting at least a week is recommended before opening a ticket, as many organizations automatically create accounts via HR integrations

Information you should provide for content and completion-related issues

If the issue relates to content or completions, you should always provide the exact title and Degreed URL of the item. There are often multiple pieces of content with similar or identical titles, so sharing the precise title and URL ensures that support investigates the correct item you accessed. If you’re unsure how to share the Degreed URL for a content item, follow this quick guide:

Open the content card in Degreed
Select the meatball icon … or Share button, depending on which option is available
Click Copy Link button and paste the URL into the ticket

Note: You can disregard this step when submitting the ticket through the Report A Problem feature in the content card.
Inform the browser and version that you are using

If the issue relates to missing completions, you should also provide:

A screenshot of the entire page that displays the status of completion and the exact date of completion
The full URL of the completed course from the provider’s platform (not from Degreed). You can simply copy the link from the address bar at the top of your browser
Any other evidence of completion if available (email notifications, transcripts)
The exact name and URL of the pathway or plan if the content item is part of a pathway or plan
A screenshot showing the assignment status if the content item has been assigned and is still pending

Information you should provide for mobile-related issues

In addition to providing a brief description of the issue, please copy the questions listed below and include your responses when submitting a support ticket:

Have you had success accessing the content via your phone's browser (and not your Degreed App)?
Have you had success accessing the content via your Laptop/Desktop browser (and not the Degreed App or the mobile browser)?
Did you try to uninstall and reinstall the Degreed app, and then perform the desired action? If not, please try and let us know the outcome
Do you have the latest iOS/Android version on your phone? If not, please install it. If you do, please attach a screenshot that shows the version of your device's operating system
Inform the model of your phone
Confirm if you have tried to close other applications within your phone, as they might make your device slower
Send a full screenshot or video of the issue or error that you're facing

Additional Note

For additional information on how to access your assignments you can refer to this article: How do I access my assignments?