Web Author Support

We are committed to providing timely and effective service

1:1 support 

Receive 1:1 support at one of our weekly web author support sessions. These events are held via Zoom and signup is required. 

Online support 

Our extensive online support documentation addresses most users' questions and is available 24/7.

Known Issues

Find out if your issue has been reported and explore possible solutions.

Filing a help ticket helps us to track common issues, report system bugs, and provide consistent troubleshooting information with our responses. 

Help us help you!

Tips for writing effective help tickets

To receive the fastest help, provide the following information:

  1. URL of the page - Probably the most important item.  Provide the authoring environment URL, or the public URL, or both if seen there. 
  2. Website name - Allows the Help Desk to find it in the system. We have hundreds of sites that grow in number every week!
  3. Template used for the issue seen (Everest Main, McKinley 2 Column, etc.)
  4. Specific issue being reported (for example an issue with a component and what is being experienced, problem with permissions, video issue, problem with the DAM, slow pages when editing, questions about best practices or how to use something, etc.)
  5. Where is the issue seen? - Provide the exact spot where you are encountering the issue.  For instance, if the second paragraph was changed and the changes aren't seen on the live site.  
  6. Screenshots of the issue if you can provide them.
  7. Any other facts that can help to quickly troubleshoot the issue or problem. The more information provided the quicker the resolution. Less information means added follow up and a slower turnaround time to resolve the problem.  

Ask for Help

  Help Desk: 650-725-8000