To receive prompt responses to support requests sent from instructors, please follow the guidelines below. Failure to follow these guidelines may result in your request not being responded to.
Note: Do not utilize [email protected] or [email protected] to forward support requests. These are internal distribution emails only.
- Bookstore requests Send request to [email protected]. Do not also copy Rashema or address Rashema by name. There is a team that handles these requests from the bookstores queue.
- Sales Quotes Send request to [email protected]. Do not also copy Rashema or address Rashema by name. There is a team that handles these requests from the bookstores queue.
- Instructor/Bookstore requesting order status Check most recent Web Order Report email first. If not found, send request to [email protected]. Do not also copy Amanda or Molly. This email will be monitored by Amanda and Molly to get you a timely response.
- Instructor reporting student Cloud issues Complete troubleshooting if time allows. Confirm if the student has submitted a case, if not have student contact the form for support. If so, send the case number to [email protected] for prioritization.
Reference this article for how to search cases by student name
- Instructor reporting student not hearing back from CS Validate if case has been submitted through the CRM. If found, provide details to the instructor from the case. If not found, send the student information to [email protected] for follow up.
Note: Do not copy Pam or csescalations on emails to instructors etc.
- Requesting priority shipments Send request to [email protected]
- CS requests not going through tickets Validate if case has been submitted through the CRM. If found, inform instructor that the case is being worked. If not found, request that the student contact the form for support or forward the email to [email protected]. Do not also copy internal or external contacts.
Note: To forward an email into the case queue, please send to [email protected]. Do not also copy internal or external contacts when forwarding to info.
- Invoice Requests Forward email request to [email protected] . Accounting will send the invoice directly to the customer.
Sales Tax Certificate/Sales Tax Questions Send email request to [email protected]
Other Accounting Requests including kit voucher sales orders, vendor forms, payments for invoices, send email request to [email protected]
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