Best Practice for Using the Student & Family Help Center

Best Practice for Using the Student & Family Help Center

From the Champion Portal page in the student's Chrome browser, click on the Student & Family Help Center button.

Choose to Sign in located in the upper right corner. Signing in before submitting a request/ticket will result in better support. 

You may see an error on your ticket submission if you do not sign in first.

Students will always choose Sign in with Google. Only Legal Guardians and Learning Coaches use the Email/Password option. 

Students, use your GCA Gmail account when signing in.

Now, you are ready to Submit a request from the upper right corner. Please note that submitting a "request" is the same as submitting a "ticket". 

Because you signed in first, you will see your account name next to the option for Submit a request.

Choose a request/ticket form from the dropdown and complete all the required fields.

Tips for submitting a successful request/ticket:

• Always sign in to the Student & Family Help Center before submitting the request/ticket.
• Complete all the required fields of the request/ticket form
  • Click here to learn how to find your Student ID and GCA Gmail address if you don't know it.
  • Click here to learn how to find who your FEL is.
  • Hint: you will need to know your Learning Coach's email address too.
• Include a screenshot. Without a full screenshot of what issue you are experiencing, it can delay support.
  • Click here to learn how to take a full screenshot on a Chromebook. It's always best to submit a fullscreen view.
• Include a specific URL if you are having an issue with a specific site, Canvas assignment, etc.
  • Hint: this screenshot shows you where to find the URL of the site or assignment you're on.

• Adults, if you are using the Student & Family Help Center for equipment issues or address changes, you will need to submit the request/ticket when you are logged in with your own Email/Password. Those requests may not be submitted while signed in as the student. 
• Students will receive the reply to their request/ticket in their Gmail inbox. They can also view it following these linked instructions. Adults will receive a reply to their request/ticket in the email inbox of their personal account.