🛠️ What to Include in a Support Request to Get Faster Help

🛠️ What to Include in a Support Request to Get Faster Help

When you need help, we want to get you the answers you need as quickly as possible. One of the best ways to speed up your support experience is to include these key details when reaching out for further assistance. This helps our team understand the issue right away and connect you with the right person or resource. 

Here’s what you should include in your message to get the quickest and most accurate support possible:

✅ 1. Your Full Name

Make sure you include the name you used to register for your course(s).

✅ 2. The Email You Used to Register

Even if you're emailing from a different address, let us know which email you used when signing up for TEL courses. This helps us locate your account immediately.

✅ 3. The Course Name and Instructor

Tell us the exact course you’re referring to. For example:

“ENG 1403 – English Composition II with Dr. Jones”

If you’re taking multiple courses, let us know which one the issue is related to.

✅ 4. A Clear Description of the Problem

Let us know:

  • What you're trying to do

  • What’s going wrong (any error messages, unexpected behavior, etc.)

  • When the issue started (today, a few days ago, etc.)

Example:

“ I’m trying to open my midterm in College Algebra, but I get an Honorlock error saying 'authentication failed.” It started this morning.

✅ 5. Any Steps You’ve Already Tried

This helps us avoid repeating suggestions and saves time.

Example:

“I already cleared my cache and tried a different browser” (Chrome).

✅ 6. Screenshots or Videos

A quick screenshot of the error or issue can help us diagnose the problem even faster.

🕒 How Quickly Will You Hear Back?

Our team works hard to respond as soon as possible. Most support requests are answered within 24 hours, but wait times may vary during peak times or holidays.

💡 Pro Tip:

Still unsure what to include? Just answer this: “What’s happening, and what are you trying to do?” That alone gives us a great place to start.

Need help now?
Submit your request through Canvas or email us at support@tel-education.org. You can also visit our Support Landing Page & Knowledge Base for helpful articles and answers to common questions.

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