Contact Support
If you've encountered an issue with EduDesk that you can't resolve using the troubleshooting guides, our support team is ready to help.
Support Channels
Email Support
Our primary support channel is email:
General Support: support@edudesk.org
Billing Inquiries: billing@edudesk.org
Technical Issues: technical@edudesk.org
Email support is available Monday through Friday, 8:00 AM to 8:00 PM Eastern Time.
In-App Support
You can access support directly within the EduDesk application:
Click the "Help" icon in the bottom-right corner of any page
Select "Contact Support"
Fill out the support request form
Click "Submit"
This method automatically includes helpful system information with your request.
Phone Support (Premium Tier)
Premium subscribers have access to phone support:
Support Hotline: 1-800-EDU-DESK (1-800-338-3375)
Available Monday through Friday, 8:00 AM to 8:00 PM Eastern Time
Live Chat (Pro & Premium Tiers)
Pro and Premium subscribers can access live chat support:
Click the "Help" icon in the bottom-right corner
Select "Live Chat"
Enter your question to start chatting with a support agent
Live chat is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time.
Support Tiers
EduDesk offers different levels of support based on your subscription tier:
Basic Tier Support
Email support with 24-hour response time
Access to knowledge base and community forums
In-app support request form
Pro Tier Support
Email support with 12-hour response time
Live chat during business hours
Priority ticket handling
Scheduled support sessions
Premium Tier Support
Email support with 4-hour response time
Phone support during business hours
Live chat during business hours
Dedicated support representative
Emergency after-hours support for critical issues
Preparing for Support
To help us resolve your issue quickly, please include the following information when contacting support:
Basic Information
Your name and school
Your email address and role
Subscription tier
Brief description of the issue
Technical Details
Browser and version
Operating system
Device type (desktop, tablet, mobile)
Any error messages (exact text is helpful)
Steps to reproduce the issue
Screenshots and Recordings
Screenshots showing the issue
Screen recordings if the issue involves a sequence of steps
Console logs if you're technically inclined (press F12 in most browsers)
Support Request Best Practices
Be Specific
Instead of: "The system is broken." Try: "When I try to create a ticket with an attachment larger than 5MB, I get an error message saying 'Upload failed'."
Include Context
What were you trying to do?
What steps did you take?
What result did you expect?
What happened instead?
Mention Troubleshooting Steps
Let us know what you've already tried, such as:
Clearing browser cache
Trying a different browser
Restarting your device
Checking your internet connection
Emergency Support
For critical issues affecting your entire school:
Premium Tier
Call the emergency support line: 1-800-EDU-DESK
Select option 1 for emergency support
Provide your school ID and emergency contact information
Basic and Pro Tiers
Email emergency@edudesk.org with "EMERGENCY" in the subject line
Include your school name, contact information, and nature of the emergency
Our team will respond as quickly as possible, though Premium tier emergencies take priority
Support for Specific Issues
Billing and Subscription
For questions about billing, invoices, or subscription changes:
Email: billing@edudesk.org
Include your school name and account ID
Specify any invoice numbers if relevant
Account Access
If you cannot log in or have account security concerns:
Email: accounts@edudesk.org
Include your name, school, and any error messages
Do not include your password in emails
Feature Requests
To suggest new features or improvements:
Email: feedback@edudesk.org
Be specific about the feature you're requesting
Explain how it would benefit your school
Include any relevant use cases
Self-Service Resources
Before contacting support, consider checking these resources:
Knowledge Base
Our comprehensive knowledge base contains articles on common issues and how-to guides:
Click "Knowledge Base" in the main navigation
Search for keywords related to your issue
Browse categories for relevant articles
Video Tutorials
We offer video tutorials for many features:
Go to help.edudesk.org/videos
Browse by category or search for specific topics
Watch step-by-step demonstrations
Community Forums
Connect with other EduDesk users to share tips and solutions:
Visit community.edudesk.org
Create an account or log in with your EduDesk credentials
Search for similar issues or post your question
Support for Developers (Premium)
For schools using our API or building custom integrations:
Developer Support
Email: developers@edudesk.org
Include detailed technical information
Provide code samples when relevant
Specify which API endpoints you're working with
API Documentation
Comprehensive API documentation is available at api.edudesk.org
Includes authentication guides, endpoint references, and code examples
Updated regularly with new features and improvements
Feedback and Surveys
After your support case is resolved, you'll receive a brief survey about your experience. Your feedback helps us improve our support services and identify areas for improvement in the EduDesk platform.
Support Hours
Regular Support Hours: Monday through Friday, 8:00 AM to 8:00 PM Eastern Time
Live Chat Hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time
Emergency Support (Premium): 24/7 for critical system-wide issues
Our support team is based in the United States, with additional team members in Europe and Asia to provide extended coverage.
Support During Holidays
Our support team observes major U.S. holidays, during which response times may be longer. Premium emergency support remains available during holidays for critical issues.
A holiday schedule is published each year in the Knowledge Base under "Support Information."