School-Day Ticket Submission Guidelines for School Administrators

Submitting and Responding to Tickets

• Always use the ticket submission form within School-Day.
• Avoid sending direct emails, as tickets submitted through the system automatically capture important details (e.g., your school, user role, and context).
• When submitting a new School-Day ticket, you won’t be able to attach screenshots right away. Once the ticket is open and you receive a reply from our support team, you can then add screenshots or files by replying to the ticket.
• Once submitted, you’ll receive updates through the ticketing system.
• If the ticket requires more information, please respond promptly to avoid automatic closure.
• Tickets not responded to after reminders may close automatically but can always be re-opened by submitting again.
• When submitting a support ticket for a teacher or a parent, please include the email address the user uses to log in to School-Day.

Information to Include in Your Ticket

When reporting a data issue, please provide:

For Teacher Issues

• Teacher’s full name
• Teacher’s full name Teacher’s email address
• Current location/school
• Correct school where the teacher should be assigned

For Student Issues

• Student’s ID number
• Current school and class the student is assigned to
• Intended class (where they should be assigned)

For Class/Group Issues

• School name
• Class or group name
• Description of the discrepancy (e.g., missing students, extra students, wrong assignments)