If you need help or have questions about Panorama Education’s tools and features, there are a few ways you can get support!
Check the Panorama Academy Resource Library
Before reaching out to the Panorama technical support team, be sure to check our library of resources in Panorama Academy to find answers to common questions. In order to access the full library, you must be logged into your Panorama Education account. In addition to exploring support articles and video tutorials, you can easily track any technical support tickets you have submitted.
- Visit https://academy.panoramaed.com/hc/en-us.
- Click “Sign In” in the top right and log in using your Panorama account information.
- Search using keywords in the search bar or scroll down to select the product you’re interested in learning more about.
Whether you’re looking to set up and launch surveys, interpret and act on results, support your community, or leverage Student Success or any other Panorama tools, there are relevant guides in Panorama Academy you may find useful.
Contacting Technical Support
Our technical support team is standing by to help with all of your support needs. Details about the team and how to contact them can be found below as well as tips to make your interactions with the technical support team go more smoothly.
Technical Support Hours
Our technical support team is here to assist you Monday - Friday (excluding holidays) from 9:00 am - 8:00pm ET. Additionally, the team actively monitors support requests for urgent issues outside of business hours, on the weekends, and during holidays.
Submit a Request with the Portal
Submitting a request through the Panorama Technical Support portal is quick and easy. Follow these steps to ensure your request is routed to the right team and addressed promptly.
To Log In:
- Visit https://academy.panoramaed.com/hc/en-us.
- Click “Sign In” in the top-right corner and log in using your Panorama account credentials.
To Submit a Request:
- Once logged in, click “Submit a request” in the top-right corner, next to your name.
- Complete the request form by filling out the following fields:
- Organization: Only applicable for users associated with multiple organizations within Panorama systems (e.g. district). For this field, you will be asked to select the organization you wish to submit this request for. If your organization isn’t listed, you can select “Panorama Education” temporarily and we’ll update this later.
- Subject: Please provide a brief summary of your request.
- Type of Issue: While optional, selecting an issue type helps our Technical Support team route your request to the appropriate team more efficiently.
- Description: Share the details of your request. Be as specific as possible, including relevant context or steps to reproduce the issue.
- Attachments: Although optional, attaching screenshots or other supporting files can help our team quickly understand and address your request. Be sure to avoid sharing personal or sensitive data in these attachments.
- Click “Submit” to send your request. Once submitted, a member of our Technical Support team will review your request and respond as soon as possible.
📧 Email the Technical Support Team
If you aren’t able to find the information you need in Panorama Academy, you can reach out to our technical support team using your school or district’s dedicated support address. If you do not know it, you can send an email to our general technical support email address: support@panoramaed.com.
📞 Call the Technical Support Team
While we encourage you to submit requests via email, you can also reach our technical support team via phone at +1 (617) 356-8123, Ext. 2. Every call is followed up by an email that details the conversation, steps taken to resolve the issue, and any next steps that need to be taken.
🔄 Checking the Status of Your Requests
When logged into Panorama Academy, you can check the status of any new or existing requests you’ve submitted by clicking your username in the top right and select “Requests” from the drop down menu.
Each request will have a status. Common statuses include:
- Open means the ticket is with our team and someone will be in touch with an update soon.
- Awaiting your reply means the ticket has an update and we need some more details from you in order to move forward.
- Solved means the ticket has been resolved on our end. You can still submit a reply if you have follow-up questions to reopen the ticket.
You can also reply directly to tickets within this interface and mark them as solved if the issue has been resolved.
To Track Your Requests:
- Visit https://academy.panoramaed.com/hc/en-us and click your name in the top-right corner.
- Select “Requests” from the drop-down menu.
- Use the following options to view and manage your tickets:
- My Requests: Displays all requests you’ve submitted.
- Requests I’m CC’d On: Displays requests where you’ve been added as a collaborator.
- You can search for specific tickets using the search bar or filter them by status.
Tips for a Smooth Technical Support Experience
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Do not share personal data or sensitive information in your request.
- Data privacy is taken very seriously at Panorama Education, and it is important we are able to support your request without compromising data tied to anyone within your school or district including students, teachers, staff, and administrators.
- Please err on the side of caution. If you are unsure if it is safe to share, do not share.
- The technical support team can provide a secure solution to transfer data while working with you to resolve the issue.
- Be specific: The more detail you can provide the better we are able to assist you. This can include links to the page where the problem is occurring and screenshots of what you are seeing. Remember to be mindful of what data is in the screenshot to ensure no personal data or sensitive information is included.
- One ticket per issue: If you have multiple issues, please submit a new ticket for each unique problem or request. Similarly, if you have a follow-up question on an open ticket, please reply to the existing thread rather than submitting a new ticket. This will help us communicate more clearly with you and with any internal teams that are brought in to assist!
Let us know if you have a deadline, such as a planned survey launch date or data review meeting, that your request is impacting. Certain complex issues can take a few business days to resolve, so please communicate any timing needs on your end and we will prioritize your request accordingly.