When you report an issue via phone, our Report a Problem form within the Degreed platform, or the Contact Us button in the footer of any Knowledge Center article, you start the Degreed Technical Support Process.
Tickets from identified Tech Admins automatically receive a faster-response SLA.
The information you enter is captured in a Support ticket within Degreed's ticketing system.
The ticket enters our queue, which is sorted by service level agreement.
We respond to the ticket in the order in which it was received.
The issue is triaged and sent to the appropriate team for resolution.
The technical support team will follow up with you via email and share the reference number for the ticket.
Your Technical Support agent provides you with an estimated timeline to resolution, and updates your ticket as needed, until final resolution.
Lifecycle of a Degreed Support Ticket
Technical Support Issue Types
To ensure the best experience and fastest resolution time, provide the following information to the Degreed Support team based on your issue type. This list is not inclusive of all issues you may experience on Degreed:
Category of Support Request
Recommended Supporting Data
Missing completions or overdue assignments
Exact title of the content item
Degreed URL for the item (Share > Copy Link)
Proof of completion (certificate / screenshot from LMS/provider with progress status and date of completion)
User name and email address
Any other relevant details (external ID, comparison between users, dates, etc.)
Content issues
Content Title and Degreed Content Link (Share > Copy)
Your expectation of intended behavior
The actual behavior you're seeing
A screenshot of the error including the URL
Browser/OS/Device used
Degreed Login Issues
User name and email address
Steps taken to login
A screenshot of the error including the URL and your browser's developer tool open to the console
Glitchy user experience/ Potential Bug
The steps taken to replicate the potential bug
A screenshot or recording with your browser's developer tool open to the console
Sample of affected users
Your expectation of intended behavior
The actual behavior you're seeing
Browser/OS/Device used
FTP Issues
Screenshot of error message
If this is related to FTP access:
FTP account username
External IP address or ranges
If this is related to file-processing:
The exact FTP file name affected
Your expectation of intended behavior
The actual behavior you're seeing
Site outages
The number of users impacted
The time of outage
The method of access (mobile web, the Degreed Mobile App, desktop)
Connection method (VPN, home network, enterprise network)
Any error messages
Integrations not acting as expected
The name of the integration
Your expectation of intended behavior
The actual behavior you're seeing
Sample items (content, user, etc.)
Automations not working as expected
The exact name of the impacted Automation(s),
Your expectation of intended behavior
The actual behavior you're seeing
Sample users
API Issues
Affected client ID
Screenshot of error message
Endpoint being used
Scopes being used
If possible, share the API call used and API response you got
Reporting Issues
Exact report name
Any relevant screenshots
If this is related to missing information in reports:
Give specific details that are missing
If this is related to a report missing:
Specify dates this should have been sent
If this is related to an in-app or downloadable report issue:
Describe steps being taken
Escalation Requests
You can submit escalation requests for support tickets from the support ticket or directly through your Client Experience team. For more information, see Support Escalation Guidelines.
Additional Resources
Contact or access the following resources if you need immediate assistance.
Question or Request
Degreed Point of Contact
Configuration updates
Technical Project Consultant or Technical Implementation consultant (if in implementation)
Consultation on best practices
Account Director
Discussions of contract renewal
Sales Director, Account Director
New integrations, configurations, technical projects
Technical Project Consultant, or Technical Implementation consultant (if in implementation)
Product functionality questions
The Degreed Knowledge Center
For feedback on product functionality, reach out to your Client Success Team.