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Ask Lumen

Lumen is the assistant that answers questions about SupportStudioK12 itself — where a setting lives, what a feature does, how something works. It's the fastest way to find a page when you know what you want but not what it's called.

Where to find it

  • The button in the bottom-right corner of any page. Click it, type your question, get an answer without leaving what you were doing.
  • The full page at Support & Community Hub → Ask Lumen, if you'd rather have room to read.

Both are the same assistant.

What to ask

Ask the way you'd ask a colleague. Lumen is looking for the page, so name the thing you're trying to do:

  • "Where do I turn off AI for my district?"
  • "How do I assign a technician to a school?"
  • "Where do I change how long we have to resolve a ticket?"
  • "What does the Software Catalog actually do?"

Every answer comes with links to the real pages, so you can go straight there.

What Ask Lumen can't do

Ask Lumen knows the product. It does not know your district.

  • It can't see your tickets, your users, your schools, or any of your data.
  • It can't tell you who a ticket is assigned to, or how many are open. Those live in the help desk itself.
  • It can't change a setting for you. It tells you where the setting is; you decide.

If a question is about your own district's setup or a decision your IT team made, they're the right place to ask.

This is not true of Lumen's other features

Lumen is the name for every AI feature in SupportStudioK12, and the others are built to work from your data — that's the point of them. Suggested replies read your resolved tickets to draft an answer. The troubleshooter reads what a staff member typed. KB drafting reads ticket history.

Ask Lumen is the exception. Its entire source material is our own documentation and settings pages. It has no path to your tickets at all, which is also why it can't answer "how many tickets are open at the high school" — that isn't a limitation we chose to describe politely, it's a boundary in how the feature is built.

The full picture of what each AI feature reads is in our AI policy.

If your role can't reach the page

Most settings are admin-only. If you ask about one as a technician or a staff member, Lumen will name the page and tell you an administrator can reach it — rather than handing you a link that would only give you an error.

Privacy

Ask Lumen reads our documentation and nothing else. Your conversation isn't stored.

There is one exception, and it's worth stating plainly: when it can't answer your question, we keep the question so we know which guide to write next. We keep the question and which district it came from. We never keep your name, and we never keep the questions it could answer.

Districts that have turned AI off still get it — it points you at matching pages instead of writing an answer.

When Lumen doesn't know

Say so in the Hub. Community Q&A reaches other districts and us, and a question that stumps Lumen usually means a guide is missing — which is exactly what we want to hear about.