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The Knowledgebase

Navigating Terra Dotta's New Help Center

Welcome to Terra Dotta's Help Center!  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, in the Help Center, you'll find a curated collection of resources to assist you in making the most of our services.  

The Help Center serves as a centralized hub for the following resources:

 

Video: Your Help Center (5 minute Overview)


Have feedback about the New Help Center? Share your thoughts here!

 

Help Center Accounts 

While some Help Center resources are publicly available, a Help Center account is needed in order to access Live Chat, open a support ticket, or access the article feedback modal within knowledgebase articles. If you have opened a support ticket in the past, you may already have an account; try logging in here.

Note: A password reset option is accessible via this link if needed. 

Anyone who is affiliated with a client account can be given access to the Help Center's live chat & support ticket features by being designated as a Support Contact by their institution's primary admin.

Keep the following important information in mind regarding Support Contacts:

  • Only designated Support Contacts can have a Help Center account.
  • Support Contacts are typically members of an office and may open a support ticket request on behalf of a client account. Anyone who is not a Support Contact may not submit a request.
  • The Primary Admin for an account must be a Support Contact.
  • Support Contacts have access to all sections of the Help Center.

 

Requesting a Help Center Account:


If you or someone from your office is in need of a Help Center account, contact your institution's Customer Success manager for assistance. They can assist with adding the individual as a Support Contact, which will, in turn, grant them a Help Center account.

Or
If the primary administrator 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.

When you enquire via either of these routes, please provide the first name, last name, and email address of the person who should be added as a Support Contact for your institution.

To remove/revoke access to the Help Center or make other inquiries/changes to your Support Contacts:

  • Submit a Support request and specify the action needed.
  • Provide the applicable individual's first name, last name, and email address.

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

 

The Knowledgebase 

The Knowledgebase is your best asset for self-service learning for all Terra Dotta products in article format. In addition to this, the knowledgebase is 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.

The Knowledgebase is visible from the landing page of the Help Center: 



Within the Knowledgebase tab, all articles are categorized by their product, with an additional General category that contains technical documentation, support resources, information about working with Terra Dotta, and other articles about topics that are not product/solution-specific.

Clicking a product tile takes you to the category page, which displays all of the articles available for the product in question, organized into expandable/collapsible sections: 



Clicking the name of an article to opens it: 


Article Features: 

In this Article: Within articles, there is a sticky left-hand navigation modal called In this Article. This modal moves with you as you read through the article, underlining the heading you have most recently passed. Clicking on a heading name within the modal takes you directly to the associated section. 

More Articles in This Section: This expandable dropdown menu allows you to easily navigate to the other articles within the same section of the article you are currently viewing. These are articles are typically regarding related functionality, or different pieces of the same functionality.

Sections in This Category: This expandable dropdown menu allows you to easily navigate to other sections of articles within the product category you are currently searching. 

  

The Article Feedback Modal

At the bottom of each article, you’ll find an article feedback modal where you can share your thoughts directly with the documentation team. We are committed to growing and improving, and your input is invaluable in helping us create better content that genuinely meets your needs: 

Note: The article feedback modal only appears to users who are logged in to their Help Center account. 

 

Searching the Knowledgebase

Searching the knowledge base has never been easier! We’ve dedicated hundreds of hours to optimizing search functionality, ensuring you get the most relevant articles with every search. 

The search bar appears within the top right of the header in most Help Center pages: 

After entering your search details, click enter to be taken to the results page. 

Hint: Try searching [Product] + [Feature]. For example,e 'Study Abroad Deployment Rules'

To the left of the search results page, you'll find a scoped search feature called By Product. This option allows you to narrow your search results to the product applicable to you. 

Note: As of the 12/9/24 Help Center launch, Community Forum posts no longer appear in search results.

 

 

The Learning Studio

From the Help Center landing page, tab over to the Learning Studio, where you can explore self-guided learning resources and get personalized support to help you succeed: 



On-Demand Courses: On-demand training provides free recorded video courses that 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.

Office Hours: Office Hours are held in an open-house format, allowing you to ask questions in a group setting. Each session focuses on a specific Terra Dotta product, providing targeted support and insights.

Go here for: Live virtual conferencing and training and creative problem-solving with subject matter experts and the Terra Dotta client community.

 

Appointments: During appointments, clients can meet with subject matter experts to ask specific questions, receive personalized training, explore best practices, address unique challenges, and get customized advice. Appointments are available in 30-minute slots and are focused on a particular product.

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

 

Dottan Desk: The Dottan Desk program offers practical, one-on-one sessions with a Terra Dotta coach. Each session is one hour long, with subscription packages available in two or four monthly sessions. Understand the full capabilities of your software, accelerate the adoption of new features, or receive additional training and advice on best practices. Any way you like it, you win. The Dottan Desk program was created to provide the highest service level for all Terra Dotta software users. Our aim and primary objective is to offer expert guidance and advice for your specific needs and to answer any questions you may have. While some support may occur during your Dottan Desk session, troubleshooting, solution design, or technical support are not considered part of this program.


Report an Issue 

In the Report an Issue tab, you can share your ideas for product improvements, reach out to us through live chat, or open a ticket for technical assistance—whatever you need, we're here to help!

Note: You must log in to your Terra Dotta Help Center account to access Live Chat or open a support ticket. If you do not have an account, please see this section for guidance. 

 

Submit an Idea

At Terra Dotta, we're always looking to improve our products, and we believe the best ideas come from you. The idea submission portal lets you directly influence our development roadmap by sharing suggestions for new features, ways to enhance existing features, and 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.

 

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 – 7 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.

 

Open a 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.

 

My Tickets & Profile: 

After logging in to your Help Center account, clicking your name in the top left corner will allow you to access your profile, tickets, change your password, and sign out: 

Profile: Clicking profile allows you to edit your personal details, upload your profile photo, and enable two-factor authentication.

My Tickets: The My Tickets page provides easy access to all tickets you have opened with Terra Dotta Support. My Requests displays the tickets you have opened. If others in your organization have CC'd you in tickets they have opened, you will find those tickets in the Requests I am CC'd on section. 

Note: Depending on your level of access, you may also be able to see organizational requests.