New to Terra Dotta?

Welcome to Terra Dotta! We’re here to support you in achieving your goals and unlocking your institution's full global potential. In this article, we’ll guide you through the essential steps to navigate the resources available to you.

You’ll find information on: 

• The Help Center & how to gain access to your Help Center account.
• The Customer Success team & how they can assist you.
• The resources available to you, and when to access them.

The Help Center & Help Center Accounts

Whether you're a first-time visitor or a seasoned user, our Help Center is here to provide the answers you need quickly and easily. From step-by-step article guides to live assistance, we've curated a collection of resources to assist you in making the most of our services. 

The Help Center provides seamless access to: 

• The Knowledgebase​*
• On-Demand Courses​*
• Office Hours, Appointments​ & Dottan Desk
• The Idea Submission Portal
• Live Chat​ & Technical Support​*
• The Status Page​

*Important: A Help Center account is needed in order to access On-Demand Courses, Live Chat, Support, and most knowledgebase articles.

Gaining Access to your Help Center Account

If you have opened a live chat or support ticket before, you should already have an account; try logging in here.

Note: There is a password reset option accessible via this link if needed. To reset your password, select "Emailed us for support? Get a password" and complete the succeeding fields.

If you're in need of a Help Center account, contact your institution's Customer Success manager for assistance. Or, if a member of your office already has an account with the Help Center (formally referred to as the Support Portal), they can open a support ticket on your behalf asking that you be added as a support contact for your organization.

Note for Students and Travelers: If you are an applicant/student/traveler and not a staff member of the office that has contracted a Terra Dotta product, Terra Dotta cannot provide direct support to you. Please reach out to your institution for assistance. 

Customer Success Managers: What we do

If you're new to Terra Dotta and are unsure where to start, or haven’t checked out our resources in a while, a good first step is to contact a member of our Customer Success Team. Let’s embark on this journey together and take your team's mission to new heights!

Customer Success Managers (CSMs) are your dedicated Terra Dotta consultants, trusted advisors, and partnership advocates. They are here to ensure you get the most out of your Terra Dotta software. CSMs serve as your day-to-day Terra Dotta contact, directing you to resources and connecting you with the expertise you need to succeed. Whether you're a Terra Dotta expert or novice, our CSMs are committed to supporting your journey every step of the way.

 

Meet the Customer Success Team

	Annie Leister Maine, Vermont, New Hampshire, Pennsylvania, New Jersey, Maryland, Delaware International: France, United Kingdom, Eastern Canada annie.leister@terradotta.com Prior to joining Terra Dotta in 2022, Annie worked in higher education and for nonprofits focused on international partnerships and exchange. Born and raised in central Pennsylvania, she has also lived and worked in Virginia, New Jersey, and Guatemala (as well as being lucky to enjoy the incredibly formative experiences of semesters abroad and living with host families in Spain and Chile). With a background in language education and study, and a lifelong passion for trying new foods, Annie loves approaching global engagement through the avenues of language and culinary learning.
	Leah Hicks West Virginia, Virginia, New York (upstate), Tennessee, Arkansas, Mississippi, Louisiana leah.hicks@terradotta.com Leah studied and taught English abroad in France before beginning her international education career in 2008 as a Study Abroad Advisor. Prior to her role at Terra Dotta, she served as Assistant Director for Global Risk, Health and Safety at the University of Georgia and Senior Education Abroad Advisor at the University of Virginia. Leah has been on the user side of Terra Dotta for 10+ years and is excited to draw on that experience to help clients streamline processes and create more efficient and effective systems. She has expertise in study abroad risk mitigation and incident response, faculty-led program development and management, student advising, training, and development.
	Ashley Neyer Illinois, Iowa, Missouri, Kentucky, Michigan, Alabama ashley.neyer@terradotta.com  Ashley Neyer is a Senior Customer Success Manager at Terra Dotta, where she supports clients across all Terra Dotta products, including study abroad, international student and scholar services, and travel/risk management. She brings 15 years of experience in international education, with a primary focus in education abroad and additional expertise in international admissions, ISSS, and risk management. Ashley has held leadership roles as Director of Study Abroad at both the University of Alabama at Birmingham (UAB) and Louisiana State University (LSU), and also served at Missouri State University. As a longtime Terra Dotta superuser at each of these institutions—spanning large public, urban, medical, R1, and SEC flagship campuses—she understands firsthand the challenges and opportunities of implementing and sustaining enterprise-level international education solutions. Based in Springfield, Missouri, Ashley draws on her institutional experience to help clients streamline operations, support student engagement, and align processes with broader campus goals.
	Judy Moore North Carolina, South Carolina, DC, Georgia, Florida judy.moore@terradotta.com Judy brings over 15 years of experience in education abroad to her role at Terra Dotta, having built her career across three state systems — Georgia, Indiana, and Texas — with additional experience as a graduate assistant at institutions in Ohio. Throughout her career, she has had a particular passion for advising first-generation college students as they navigate their international education journeys. As a longtime Terra Dotta user herself, Judy led the software's implementation twice for study abroad and once for travel registry, and is eager to draw on that firsthand institutional knowledge to help other campuses get the most out of their Terra Dotta products. A traveler at heart, Judy has explored 46 US states, 4 continents, and completed her own study abroad experience through a summer program at the University of Limerick. A self-described typical Midwesterner with roots in the South — with a firm appreciation for the universal appeal of both ranch dressing and sweet tea — she stays active playing ultimate frisbee, hunting down the best local coffee shops, and spoiling her nephews every chance she gets.
	Nazzy Tousi Indiana, Ohio, Massachusetts, Connecticut, New York (Metro), Rhode Island nazzy.tousi@terradotta.com Nazzy is a seasoned Customer Success Manager at Terra Dotta, bringing nearly 3 years of expertise in SaaS solutions and over a decade of experience in client-facing roles in the tech industry. With a passion for fostering strong client relationships, Nazzy excels at resolving complex challenges and delivering solutions that allow clients to rest easy, knowing their needs are in capable hands. An avid traveler and self-proclaimed foodie, Nazzy loves immersing herself in new cultures, cuisines, and perspectives. As an immigrant with a soft spot for F-1 and H-1 visa holders, Nazzy is passionate about supporting international students who are navigating the same paths she once did. Whether she's tackling a client challenge or trying a dish she can’t pronounce, Nazzy is all about making life a little better—one solution (or bite) at a time.
	Franklin Pesantez Texas, New Mexico, Oklahoma, Colorado, Kansas, Nebraska, South Dakota, North Dakota  franklin.pesantez@terradotta.com   Franklin has worked in international higher education since 2011. He began his career at Boston University, where he worked as an Admissions Coordinator and International Partnership Manager. In 2017, he joined the University of Denver as the Assistant Director of International Enrollment Management. From 2021 to 2023, Franklin worked at edtech companies as a Customer Success Manager and Senior Manager of University Partnerships. In 2024, he joined Terra Dotta's Customer Support team before transitioning to Customer Success in 2025. Franklin's passion for higher education is both personal and professional. Originally from Brooklyn, NY, Franklin is a first-generation American and college student, as well as a native Spanish speaker. He has traveled to over 20 countries, run four marathons in 3 countries, and enjoys exploring Denver and Colorado with his family. Franklin is passionate about helping universities support their students as they navigate the ever-changing world of international education.
	Shun Yanagishita Alaska, Hawaii, Arizona, Utah, Wyoming, Idaho, Oregon, Washington, Montana International: Australia, New Zealand, Hong Kong, Singapore, Western Canada shun.yanagishita@terradotta.com   Shun is based in Eugene, Oregon, and considers herself a "third culture kid," having spent her life between the US and Japan. Her life experiences and passion sparked her career in international education 20 years ago. She spent 10 years in a study abroad office at a public university, followed by another 10 years in university relations with study abroad organizations. Prior to joining Terra Dotta, she had a brief stint with an EdTech organization in the K-12 space as a senior customer success manager. Shun joined Terra Dotta as a Customer Success Manager in September 2023 and enjoys working with institutional partners on their Terra Dotta journey and experiences.
	Stephanie Ingvaldson California, Nevada, Wisconsin International: Mexico stephanie.ingvaldson@terradotta.com   With a heart for global connections and a head for strategic solutions, Stephanie brings her passion for customer success and international engagement to every client relationship. Before joining Terra Dotta, Stephanie spent over a decade in international education - supporting students, building global partnerships, and leading teams to create life-changing experiences abroad. Today, she channels that same energy into helping institutions maximize their investment with Terra Dotta. Whether solving data challenges or swapping travel stories, Stephanie is always up for a conversation that spans borders and drives impact.

Not yet sure who your CSM is? Send an email to this account to be directed to your CSM: info@terradotta.com

Available Resources: Where do I go for what?

Terra Dotta Knowledgebase:  The knowledgebase is your best asset for self-service learning for all Terra Dotta products in article format. The knowledgebase is also useful for staying up to date on new software releases, accessing robust product-specific FAQ's, integration information, and more!

Go here for: "How to" questions, product-specific FAQ’s, step-by-step instructions in article format, information on new software releases, and technical documentation.

Note: If you do not yet have a Help Center account, most knowledgebase articles will not be available to you. Contact your Customer Success Manager for assistance in gaining an account. 

 

Appointments & Office Hours: Office hours and appointments are helpful for clients as they provide dedicated time for personalized support and guidance. During these live sessions, clients meet with subject matter experts who they can ask specific questions, receive individualized training, learn best practices, discuss their unique challenges, and receive tailored advice. Product-specific appointments & Office Hours are offered frequently each week.

Go here for: Live virtual conferencing and training, and creative problem-solving with subject matter experts.

On-Demand Videos: On-Demand training provides free recorded video courses that allow you to enhance your understanding of essential Terra Dotta functionalities at your own pace and convenience. Organized by solution, expertise level, and more, it’s easy to navigate based on your role and knowledge level. Click here for access to recorded video training.

Go here for: Self-guided video courses.

Note: If you do not yet have a Help Center account, on-demand videos will not be available to you. Contact your Customer Success Manager for assistance in gaining an account. 

Regional User Groups: Regional user groups foster community and collaboration among clients with similar needs and experiences. These groups provide a platform for networking, allowing Terra Dotta users to share best practices, insights, and tips tailored to their specific regional context.
Contact your Customer Success Manager for assistance in joining a regional user group.

Go here for: Forming connections with Terra Dotta users with similar needs in your region.

Terra Dotta Support Ticket: Our Support team is equipped to help you if you encounter persistent issues that basic troubleshooting can't resolve, experience software error messages, or need help with misconfigurations. Additionally, Support can assist with security concerns, custom processes, and facilitate integration updates.  Our Support team commonly helps with SSL certificates, SSO login issues, and data adjustments. Opening a ticket ensures any rising issues are documented and addressed systematically.

Go here for: Help with persistent issues, software errors, misconfigurations, security concerns, and integration updates.

Note: If you do not yet have a Help Center account, this link will not work. Contact your Customer Success Manager for assistance in gaining an account.

Live Chat: Staffed by our Support and Subject Matter Expert teams, live chat provides immediate assistance from real Terra Dotta experts. Available Monday to Friday, 9 AM – 5 PM ET, it’s the perfect resource for how-to questions, urgent issues, troubleshooting, unexpected errors, general inquiries, advice, and more.

Go here for: Quick "how to" questions, urgent issues, basic troubleshooting, general questions, advice, and more.

Note: If you do not yet have a Help Center account, you will not be able to open a live chat. Contact your Customer Success Manager for assistance in gaining an account. 

Idea Submission Portal: At Terra Dotta, we're always looking to improve our products, and we believe the best ideas come from you. Using the idea submission portal lets you directly influence our development roadmap by sharing suggestions for new features, ways to enhance existing ones, or feedback on our current offerings. Your insights help ensure our software evolves to meet your needs, and we’d love to hear from you!

Go here for: Submitting product improvement requests, feedback, and ideas.

Customer Success Manager: Your Customer Success Manager can guide you when you're facing an obstacle and you're not sure which of the above resources to turn to. They are both your advocate and your partner in success. 

Go here for: Assistance navigating Terra Dotta's resources. 

Note: If you are an applicant/student/traveler and not a member of the office that has contracted a Terra Dotta product, Terra Dotta cannot provide direct support to you. Please reach out to your institution for assistance.