Support tickets
Open tickets with the BetterSchool team, reply in the conversation, and track status.
Support lets your school open tickets with the BetterSchool team, follow the conversation, and close or reopen tickets when work is done.
Who this is for
Administrators who need help from BetterSchool support.
Active subscription required
Creating tickets, replying, closing, reopening, and rating need an Active paid subscription. If you only have a trial (or no active plan), open Billing & Subscription to upgrade first.
Open Support
From the admin sidebar (Settings group), go to Support.
The page is a list on the left and the selected ticket on the right. Summary cards show Open, In progress, Resolved, and Closed counts. You can search and filter by status.
Create a ticket
New ticket
Click New ticket.
Fill in the details
| Field | Required | Notes |
|---|---|---|
| Subject | Yes | Short summary. |
| Category | Yes | Bug report, Feature inquiry, Billing, Account access, Data import, Training, or Other. |
| Priority | Yes | Low, Medium, High, or Urgent (defaults to Medium). |
| Description | Yes | What happened and what you need. |
Submit
Click Submit ticket. The ticket starts as Open.
Ticket statuses
| Status | Meaning |
|---|---|
| Open | Newly submitted. |
| In progress | BetterSchool is working on it. |
| Waiting on you | The team needs a reply from your school. |
| Resolved | Marked resolved by the team. |
| Closed | Closed (by you or after resolution). |
Your school can Close a ticket that is not closed, and Reopen one that is closed or resolved. Status changes such as In progress are made by the BetterSchool team.
Reply and rate
In the ticket detail:
- Read the Conversation (your school vs the BetterSchool team).
- Send reply while the ticket is not closed.
- After a ticket is resolved or closed, you can Rate experience (1–5 stars and an optional comment) once.