How to Access Jigsaw Support and Knowledge Base

The Help Desk is where you will find quick tips and videos about the Jigsaw application.

To access the Help Desk, login to your Jigsaw account and click the “Help” under your Profile icon or “i” buttons.

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 From Within A Session

  1. Click on your name
  2. Click on Go To Knowledge Base or Help

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Once you’re in the Help Desk, browse the Knowledge Base by categories….or use the search tool.

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And, if you don’t find what you’re looking for or to report a problem, feel free to…”request support”.

Enter the following information into the form:

  • Your Email Address
  • Priority Level
    • Level 1:  Critical - System is down that impacts entire Jigsaw Interactive platform
      • Use this level when you receive an error trying to join a session and are not able to get into Jigsaw.
      • This is not password, network, or computer related, but application related.
    • Level 2:  High - Critical components of application are not functioning
      • Use this level if major pieces of Jigsaw are not functioning preventing your from having a complete and productive session.
    • Level 3:  Normal - Interruption to some functionality, but does not prevent use
      • Use this level if something is not working in your session, but you are still able to conduct a session.
    • Level 4:  Minor - Current issue, but minimal interruption
      • Use this level if you are able to successfully conduct a session, but something is not functioning as it should.
      • You can also use this level if you have an enhancement request.
  • Your First Name & Last Name
  • Your Phone Number
  • Your Operating System
  • Your Browser & Version
  • Session Name
    • The session you are experiencing issues in should be entered here
  • Session Host
  • Date of Occurrence
  • Time of Occurrence
  • Add more details that could help the Support team assist you
  • Provide any screencasts or screenshots that could provide additional information or explain what is occurring

 

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