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Submit a ticket

You can submit a ticket three ways. Pick whichever is easiest in the moment — they all land in the same place.

From the web

  1. Go to your district's SupportStudioK12 site (your IT team will share the URL).
  2. Sign in with your district account.
  3. Click Submit a Ticket at the top.
  4. Fill in:
    • What's going on? A short summary, like "Smartboard won't turn on in Room 204".
    • More detail. Anything that helps — what you tried, when it started, the model number on the device.
    • School. Which building you're in.
    • Category. What kind of issue. Pick the closest match; your IT team can re-categorize if needed.
  5. Attach screenshots or photos if they help. You can paste images directly from your clipboard into the description.
  6. Click Submit.

You'll get an email confirming the ticket and the ticket number (like TKT-01234). Use that number to find the ticket later.

By email

If your district has email-to-ticket turned on (most do), just email your support address — typically support@<your-district-domain>. Anything you write becomes a ticket, and replies on the email thread show up on the ticket.

Tips:

  • The subject line becomes the ticket title. Make it specific.
  • Attach files as normal — they'll be on the ticket.
  • Forwarded emails work. The original sender becomes the requester (your IT team can change this if it's wrong).

By text message

If your district uses SMS intake, text your support number from the phone you've registered with the district. Your first message starts a ticket. Follow-ups within 24 hours add to it.

To register your phone, sign in to the web portal, open My Profile, and verify your number.

Track your tickets

Sign in and click My Requests at the top. You'll see every ticket you've submitted, with status. Click any ticket to read the latest reply or add a note.

What happens next

A technician will see your ticket in their queue. For most issues you'll hear back within a business day — often much sooner. You'll get an email any time your tech replies, changes the status, or closes the ticket.

If you need to escalate or add information, just reply to the email or comment on the ticket from My Requests.

Common questions

How long until I hear back?

Most districts target a first response within one business day. Your district may have a different SLA — ask your IT team for specifics.

Can I see who's working on it?

Yes. Open the ticket from My Requests — the technician's name shows on the ticket detail page.

I submitted by mistake. How do I cancel?

Add a comment asking your tech to close it. They'll close it as "no action needed."

Why didn't my email become a ticket?

Two common reasons: the email went to a different address, or your district hasn't enabled email-to-ticket. Check the address and ask your IT team if you're not sure.