The Renaissance support teams are currently transitioning from utilizing a Zendesk ticketing system to utilizing a Salesforce ticketing system. This guide walks through the features that are still available through Zendesk Help Center accounts, how you can view and track your current support tickets, and what upcoming Salesforce ticket system updates you can expect.
Renaissance is actively working to fully transition all customer ticket portal features to Salesforce. Check back regularly to view progress updates!
Zendesk to Salesforce Transition
Historically, Renaissance support has used a Zendesk ticketing system with a built-in customer portal to allow users to easily submit support requests regarding their Renaissance products, view the progress and status of their tickets, and interact with tickets in the same platform as the support teams troubleshooting those tickets.
Currently, Renaissance is working to transfer from this Zendesk ticketing system to a Salesforce ticketing system in an effort to streamline customer support across every Renaissance product. Customers who had set up a Zendesk Help Center account before January 1, 2025, can still access their account to view historical tickets. Any tickets submitted up through December 31, 2024, were created in the Zendesk ticketing system, and can be viewed and accessed from relevant Help Center accounts.
With the turn of the new year, Renaissance support began utilizing the new Salesforce ticketing system. Any tickets submitted on or after January 1, 2025, were created in Salesforce, and will not be visible or accessible through a Zendesk Help Center account. These tickets are currently only accessible to customers through email.
Renaissance is actively working to build a Salesforce customer portal to enable customers to track and interact with their tickets. This new customer portal is expected to launch before the Back-To-School season for the 2025-2026 academic year. All tickets submitted on or after January 1, 2025, will be available in this Salesforce customer portal.
During this transition time, customers can view historical tickets through existing Zendesk Help Center accounts, and current tickets can be tracked via email. The details for viewing historical and current tickets are explained below.
- Navigate to https://support.illuminateed.com/.
- Select Sign in.
- Select the appropriate single sign-on option, or enter your account information and select Sign in.
- Select your name in the top right-hand corner, and select Requests from the dropdown.
- Use the tabs to access tickets created by you, tickets you are CC'd on, and other tickets submitted through your organization, if your access level permits.
- Use the table to view tickets that were submitted before January 1, 2025, which includes the ticket subject, ID number, relevant dates, and current status. Select a ticket Subject to view the ticket content.
Track Current Tickets
Initiating a Ticket
One pathway that might initiate a request ticket with the support team is through the Renaissance interactive agent, which can be accessed from within a Renaissance product, or on the Help Center site. After prompting the chat, you will be asked if your question was resolved. If you select No, a link to the support request form is provided.
The support request form can also be directly accessed through multiple avenues. These include selecting Submit a request from the Help Center site, or selecting Contact support from the main Renaissance website.
Once the request form is completed and submitted, a ticket is created for the appropriate support team in Salesforce. To learn more about the support request form and submitting tickets, take a look at the Submit a Support Request article.
Interacting with a Ticket
Once you have submitted a request form, or if you have emailed a support team directly, you will receive a confirmation email that a support ticket has been created. This is an automated email intended to confirm that a Salesforce ticket has been created for support to review, and to provide the case number linked to request ticket for future reference.
As this initial confirmation email is an automated message, you cannot reply to the email to engage directly with the referenced ticket case.
Once a support agent has reviewed your ticket, they will reach out to you through a new email thread. The email subject will contain the same case number referenced in the confirmation email, and will also reference that case number in the body of the email. You can communicate with the assigned support agent directly on the ticket case by replying to this email thread. The support agent will be notified of all responses and updates sent this way to the ticket case.
Once a ticket has been resolved, a final automated email will be sent to you, requesting feedback. This email will not contain the content of the ticket case, but will provide the same case number in both the email subject and body, which can be referenced to determine what specific ticket interaction should be commented upon.
Next Steps
To learn more about accessing and completing a support request form, take a look at Submit a Support Request. To learn more about how support tickets are prioritized, take a look at Bug Prioritization.