If you are a staff member or student who has a technical issue, the first place you should look for assistance is the HappyFox Knowledge Base. Here you will find articles that address a wide variety of issues and may help you solve the problem that is occurring.

 

Accessing the HappyFox Knowledge Base for End Users

To get to the HappyFox Knowledge Base you will navigate to support.d11.org and enter keywords into the search bar that states "type in your question here" in the image below. Any article containing the key words will show in the search results.

 

 

Submitting a Ticket

If you still need assistance, complete the following steps to create and submit your HappyFox ticket. 

 

• In a browser navigate to support.d11.org/new 
• Click on the “If you need technical support, submit a ticket by clicking here”
• You will see the following ticket template

 

 

Please fill out all fields paying close attention to the following:

 

​​​​​Asset Number: Record the number of the problem device in the ticket. If there is no device associated with the issue, enter N/A

   

Subject: This is a shortened statement of the problem

 

D11 Site: Enter the building that you are physically in so that our Agents can find you 

 

Message: This should be more specific than the Subject and include any information you have on the issue. Details like the following:

 

• What the user was doing when issue occurred
• How many times it has happened
• What software was being used
• Any troubleshooting that has already happened
• Links
• Pictures or screenshots
• The expected behavior of the problem device vs what is actually happening
• If anyone else is experiencing the same issue

 

The more information you can provide in the ticket, the easier it is for others to assist in fixing the problem and quickly getting the issue resolved. 

 

• Check "I am not a Robot" and click "Submit Request" once all information has been entered

 

 

• Once you have created and submitted a ticket on your issue, you will receive a confirmation email. Each ticket will generate its own unique email that you can use to respond back and forth to the Agents that are assigned to your issue. From this point forward, you can use this method to add more information or reply to requests to from LTE/DST/Field Technicians that are assigned to your ticket. Each email you send will also be recorded in HappyFox and attached to the ticket you submitted for Agents to use in resolving your issue. 

 

Viewing Submitted Tickets

If you would like to view all your tickets in one location follow these steps.

• Navigate to support.d11.org and click log in in the upper right corner
• Use your district email and network password to login 
• After logging into HappyFox, click on "My Tickets". Here you can update and view the status of any ticket you have submitted.

 

 

If you have any questions or concerns, please reach out to our Support Center via a HappyFox ticket or by calling 719-520-2211. 

 

Please Note: 
The information provided in this knowledge base article is a living document and is subject to change. We make every effort to ensure the accuracy and relevance of the content per the last edited date, but due to the evolving nature of the subject matter, updates and revisions may occur at any time. Please continue to check back to the knowledge base for the most updated information or call the Support Center at the number above.