Welcome to the ion family! Our team is ready to assist you with your new software system. We take great pride in providing prompt, high-quality service.
Customer Success - Our customer success team will meet with your district on a regular basis.
Training - Our training team is ready to train you and your staff.
Support - Our support Team works to continuously improve the software experience.
Customer Success meets with your district team regularly to accomplish the following:
(1) Manage work flows within our support and training departments, especially during implementation.
(2) Share current and upcoming improvements in ion.
(3) Suggest ways that ion can support workflows within your district.
(4) Set up goals and timelines for rolling out different modules of ion within your district.
If you do not currently have regular meetings with our team, please use the support button to request a meeting, and we will schedule that with you.
Training hours are included with your contract. The training department meets with districts as needed to train one-on-one or in groups. The department has also created a video library for asynchronous training.
Standard Training includes the following:
- ion Overview (ion Bootcamp)
- Student Profile for Conferences
- Case Management Consultation
- MTSS Consultation
- MTSS Overview
- Case Management Consultation
- Case Management Overview
- AI
Specialized and one-on-one training is also available.
To schedule training, fill out a Support Ticket. The Trainer will contact you and/or send you a link to schedule training.
Contacting Support
Our Support Team can provide assistance for the following:
(1) System not working as expected (we typically call this a "bug")
(2) A request for a feature that would enhance the system (we typically call this a "feature")
(3) Assessment imports
(4) New and Revised data visualizations
(5) General Questions
Creating Support Tickets
To contact our support department, use the widget in the lower left hand side of the screen. Once you click the widget, the ion support request will populate. Be sure to enter the details that allow the support staff to respond quickly to your ticket.
1. Subject - enter the the module / application you are using: Examples - Student Profile, Homepage, Data Wall/ Dashboard, Case Management, Forms, Security, etc.
2. Support Type/Priority - Enter using the drop down menus.
3. Description -
(a) State the current issue as it exists
(b) Explain what the expected result/behavior is.
(c) Include all necessary details: name of student, school, data wall, assessment, name of color band, url, etc. Our support team will be replicating the issue and working on solutions that fit the expected result / behavior as you describe it.
4. Pictures/Screenshots/Videos - Click to use the functionality to take a screen shot or use the upload function to upload more than one picture. You can also send a video.
