Getting started
TeachFORGE.ai
Getting started / Getting help
Getting help and reporting a problem
Five ways to reach help: the help centre, the community, a support ticket, the contact form and the Help & feedback corner. Which one fits, and what each asks for.
Read first, ask second, report what breaks.
Which one to use
| You want to… | Use | Who can |
|---|---|---|
| Find out how something works | The help centre | Anyone |
| Ask other teachers, or share a tip | The community | Anyone signed in, on any plan |
| Get our help with your account | A support ticket | Standard and above |
| Write to us without an account | The contact form | Anyone, signed in or not |
| Tell us something on this page is broken | The Help & feedback corner | Anyone in a class or on a shared board, and every account |
The help centre
The Support Centre at /support holds every help article, grouped by subject. Type a few words into Search help articles… to find one. Most questions are answered here, and it is the quickest route.
The known issues page lists problems we already know about and are working on. If what you see is there, you do not need to report it again.
The community
Community, at /support/forum, is where teachers ask each other questions and share how they use TeachForge. You need to be signed in, on any plan. Each discussion shows Open, Answered or Closed. Anything you post there can be read by other members, so leave out learners' details.
A support ticket
Support tickets are available on Standard and above. A ticket is a private conversation with us about your account. Open one from /support/new and fill in:
- Subject: a short line saying what is wrong.
- Category: the area it is about.
- Priority: Low, Medium, High or Urgent. It starts at Medium.
- Linked community discussion, if you asked in the community first.
- Description: what you did, what you expected and what happened instead.
You can attach files of up to 5 MB each, and 20 MB in all per ticket. Then press Submit Ticket.
Your ticket shows its status: Open, In Progress, Awaiting Reply (our email calls this "Waiting for your reply"), Resolved or Closed. Our replies reach you by email. Replying to that email adds your answer to the ticket, as long as the subject still has its TF- number in it. A closed ticket cannot be replied to: open a new one and mention the old number.
When a ticket is resolved or closed you can rate the help you had, once.
The contact form
The contact form works without signing in, so it is the way in if you cannot reach your account at all. Fill in Full Name, Email Address, Subject and Message, then press Send Message. You see "Thank you for your message! We'll get back to you soon."
The form takes up to five messages an hour. If you send them too quickly it says "Please wait a minute before sending another message." You can also write to hello@teachforge.ai.
The Help & feedback corner
At the bottom of most pages is a small Help & feedback corner. It offers Report a problem, Suggest a feature, Report a translation or wording problem and Help centre.
Reports come from people who are using TeachForge: anyone with an account, and anyone in a class or on a shared board. Otherwise the corner says "Reports are for people in a class or on a shared board. Please use the contact form."
A report sent from here already knows which page you were on and which browser you use, so you only need to say what happened. You choose how it is sent under Send as: Anonymous, Nickname or My name.
- Add a screenshot: up to three pictures.
- On a whiteboard, a teacher can also tick Attach a picture of this board or Attach a recording of what happened. Both start unticked, and learners are never offered them.
Nothing is sent until you press send. If you close the form, nothing leaves the page.
After you report
Every report you send is listed under My reports, with what has happened to it. A real person reads each one. If it is a fault, it goes to the people who look after that part of TeachForge, and if many people meet the same thing it appears on known issues.
A good report says three things: what you did, what you expected, and what you saw instead. A screenshot saves a lot of back and forth.
For your account, see When you cannot sign in. For the first steps, see Your first week.