Ask Lumen¶
Lumen is the assistant built into SupportStudioK12. It has two modes, and the switch next to the question box picks which one answers:
- The product — questions about SupportStudioK12 itself: where a setting lives, what a feature does, what changed in the latest release. This is the default.
- District data — questions about your district's own records: your tickets, your knowledge base, your Tech Docs, your change log and your incident log. This mode appears only if your administrator has turned it on.
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.
What to ask the product¶
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?"
- "What's new?" or "When did escalation ship?" — technicians and admins get answers from the release notes.
Every answer comes with links to the real pages, so you can go straight there. In this mode Lumen reads our documentation and nothing of yours.
What to ask about your district's data¶
- "What happened to my projector request?"
- "How many open tickets are unassigned?"
- "How do we reset the front office copier?" — answered from your own KB articles or Tech Docs.
- "What did we change on the firewall last month?"
Lumen only ever answers from what you could already open yourself. It uses the same permission rules as the rest of the product:
| Tickets | KB | Tech Docs | Changes | Incidents | |
|---|---|---|---|---|---|
| Staff member | their own | published | — | — | — |
| Principal / building submitter | their building | published | — | — | — |
| Technician | the district | published | ✓ | ✓ | — |
| Security technician | the district | published | ✓ | ✓ | ✓ |
| Tech coach | their schools | published | — | — | — |
| Auditor | their scope | published | — | — | ✓ |
| Administrator | the district | ✓ | ✓ | ✓ | ✓ |
Modules your district hasn't turned on are never read. Archived Tech Docs categories and archived incidents are left out, so Lumen doesn't quote a procedure you've retired.
It can read and explain; it can't assign, close, reply to or edit anything.
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¶
The product mode 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.
District data sends the matching text to your district's AI provider so it can answer — ticket subjects, descriptions and replies, article text, change records, and an incident's title, description and resolution. Tech Docs are sent as written, so if your team keeps passwords or keys in them, they can travel with an answer. The name of whoever submitted a ticket is never sent, and neither is an incident's reporter. The question and answer aren't stored; your district keeps a log of which records were shown to whom, under Admin → AI → Assistant disclosure log.
The full picture of what each AI feature reads is in our AI policy.
Districts that have turned AI off still get the product mode — 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.