UMF · CampusOS Support
Requesting Tech Support
How to reach CampusOS support — and, just as important, how to write a ticket that gets your issue solved the first time, without days of back-and-forth.
Mon–Fri office hours
Raised in CampusOS › Help
Prepared by: iCyber Enterprises LLC — Your Education Consultant
Show it
Screenshot + Video
When something in CampusOS isn't working, how you ask for help decides how fast it gets fixed. Support can't see your screen, and because every school runs CampusOS a little differently, they can't assume they know your operations or workflow. A clear, complete ticket — with a screenshot, or better yet a short video — usually gets resolved in a single reply, instead of a week of back-and-forth questions and scheduled calls.
Video
Watch · Video walkthrough
How to raise a support ticket in CampusOS
Prefer to see it done? This short screen-recording walks through requesting tech support in CampusOS, step by step. Opens in a new tab.
Watch Video
How to reach support
Start here
Raise a Ticket
The official, tracked route to the CampusOS support team. If your issue isn't raised as a ticket, it isn't tracked — and it won't get worked.
CampusOS › Help › New Ticket
Last resort
WhatsApp
Not a way to contact support directly. If a live phone call is needed, Support will offer WhatsApp through your ticket — the number is exchanged inside the ticket, never published. No ticket, no WhatsApp.
By Support invitation only
NetMeeting
For anything complex, support may schedule a NetMeeting to screen-share and work through the issue with you live.
Scheduled by support when needed
A ticket is always required. WhatsApp is NOT the support channel.
Every issue must be raised as a ticket so there is a proper record on tickets and support. CampusOS Support will tell you if and when to connect through WhatsApp — faculty must never message support on WhatsApp directly. Reach out without a ticket and you will be directed straight back to open one. WhatsApp is a last resort only; using it improperly can result in being blocked and moved to NetMeeting links only.
Office hours — plan around them
Support runs during office hours, Monday to Friday. A ticket raised on a Friday may not receive a response until Monday. Check your course early in the week — not Friday afternoon or the weekend — so there is time to resolve anything before it reaches your students.
Once your ticket is in, check it at least twice a day. CampusOS Support may work in a different time zone, so a reply can arrive outside your normal hours — and they may want to schedule an appointment with you. Always state the times you are available in your ticket so a meeting can be arranged without extra back-and-forth. Leaving Support's reply unread for more than 24 hours will delay your fix — progress effectively pauses until you respond.
Treat Support with respect. CampusOS Support is here and genuinely willing to help. Abuse of any kind will not be tolerated — any abusive conduct will be reported to leadership.
How to write a support ticket that gets solved
1
Describe the problem, specifically
One issue per ticket. Include the course code and term, the exact page or screen, what you expected to happen, what actually happened, when it started, and whether it affects one student or the whole class.
2
Walk them through your steps
Number them — Step 1, 2, 3… Do not assume support knows your process. Other schools run different operations and workflows in CampusOS, so spell out exactly what you clicked to get to the problem. Walking them through it is what lets them reproduce and fix it.
3
Attach a full screenshot
Capture the entire screen, including the browser address bar. A picture of the actual problem resolves a ticket far faster than a written description alone.
4
Better yet — record it
A short screen recording (video) or a voice memo showing the issue removes almost all follow-up questions — and often removes the need for a scheduled screen-share meeting entirely. Showing beats telling.
5
Keep it clear and professional
Support staff are colleagues working a queue. Clear, courteous, factual messages get better and faster help. A rude or vague ticket only slows your own resolution.
What good looks like
Weak ticket — slow
"It's not working. The quiz is broken. Please fix ASAP."
Why it stalls: no course, no term, no steps, no screenshot. Support has to reply just to find out what you mean — costing a day before anyone can even look at it.
Strong ticket — fast
"CIS 500, Spring 2, Week 3 Quiz. When a student clicks Submit they get 'Error 500'. Steps: 1) open Week 3 → 2) Quiz → 3) answer → 4) Submit. Affects the whole class since Monday. Full screenshot + 30-second screen recording attached."
Why it's fast: everything needed to reproduce and fix it, in one pass. No follow-up questions, no meeting required.
After you submit — stay reachable
Watch your messages. Once your ticket is in, support will often reply asking for more detail, or to schedule a NetMeeting to work through it with you live. Both faculty and students should check their CampusOS messages regularly while a ticket is open — a ticket stalls the moment the person who raised it goes quiet. A quick reply keeps yours moving.
Show, don't tell. A screenshot or short video eliminates rounds of clarifying questions and often removes the need for a screen-share call altogether — saving both you and support real time.
Before you hit send — quick checklist
Pre-send checklist
- One issue, described specifically (course code + term, page, expected vs actual, when it started, who it affects).
- Numbered steps to reach the problem — walk them through it.
- Full-screen screenshot attached (include the address bar).
- Short video or voice memo attached, if you can — it saves the most time.
- Professional, courteous tone.
- Raised in CampusOS › Help, ideally early in the week.
- Ready to check your messages for follow-up or a NetMeeting request.
Related