Summary

There are various ways to contact the PCS EdTech Team for help. One of those ways is by submitting an online ticket. All tickets submitted online are sent to the PCS EdTech Team for review. This article demonstrates two ways of submitting a ticket:

1. Submit a Ticket Using an Online Form 

2. Submit a Ticket by Email

NOTE: EdTech Support and the GSC are different services with separate ticketing systems. Please contact the EdTech Support Team if you need help with PowerSchool, PowerTeacher, Gradebook or any other Educational Software. Please contact the GSC if you need help with internet, network, or hardware problems.

Option 1: Submit a Ticket Using an Online Form (Preferred)

When using FreshDesk, a "New Support Ticket" button is available on the main navigation bar. This is the preferred process for submitting a ticket to the EdTech team. Please see the instructions below for more details about this process.

1. To start the process of submitting a ticket to the EdTech Team, Please click on the "New Support Ticket" button, or use this link: https://pacificschools.freshdesk.com/support/tickets/new

NOTE: The option to create a new EdTech ticket is also available from the PowerSchool login page, as well as the PowerSchool home page. The "New Ticket" button from the PowerSchool home page is shown in the screenshot below:

2. Once you have landed on the online ticketing screen, enter your email address:

3. Next select a Country and School:

4. Choose the Product and Category (if applicable) that you are having problems with:

5. Give the ticket a brief Subject/Title:

6. Provide specific details about the issue or question in the Description field. Be sure to give the details about Students, Teachers, Error Messages or other items you are having trouble with. Try to be as detailed as possible so that we can understand your problem properly.

7. Attach any Screenshots/Documents that you think might help, otherwise, ignore this option. Then click Submit:

Option 2: Submit a Ticket by Email

Where possible, please use the online ticketing form outlined above to create an EdTech support ticket. However, if you need to send an email, you may use the following email address: edtech@churchofjesuschrist.org

When sending an email using this address, please include the following:

1. In the Subject Line please provide a brief description of your issue

2. In the Email Body please provide a more detailed description of the problem you are facing.

3. In the Email Body please also provide your job title and the name of your school.

4. Finally, please end your email with your first and last name.

A well-written email might look something like this:

To: edtech@churchofjesuschrist.org

Subject: Unable to mark attendance

Hi EdTech Team. For some reason, I can't see the button to submit attendance for today. I'm not sure why it is not appearing. It was working fine yesterday.

I am a teacher at Liahona High School.

Thanks,

Jeremy Higgins

Quick Recap

1. To submit an EdTech Ticket online, please use this URL and fill out the fields provided: https://pacificschools.freshdesk.com/support/tickets/new

2. To submit an email directly to EdTech Support, please use this email address: edtech@churchofjesuschrist.org

3. These resources should only be used for EdTech related issues – PowerSchool, PowerTeacher, Gradebook, GMetrix etc. For Network, Internet and Hardware Issues please contact the Global Service Centre.