Support - MySchool support

Getting the Best Out of Your MySchool Support Team

We know things can move quickly in a school environment, and priorities can change fast. Our goal is to make support as smooth and helpful as possible—here’s how to get the most out of it.

New to MySchool?

A quick heads-up: support.msm.io is separate from your school’s login page (it runs on Zendesk).

That means you’ll have two logins:

• One for your MySchool platform
• One for the support site

They both use your email address, but the passwords are different. If that’s ever confusing, no problem—you can reset either password at any time.

Start with the Knowledge Base

Before logging a ticket, it’s always worth checking the knowledge base—you’ll often find a quick answer there.

• It’s constantly being updated
• You can access it directly from your MySchool system via the quick links toolbar
• It’s open to all users—no login needed

If you can’t find what you’re looking for, let us know. That helps us improve it for everyone.

Who Should Contact Support?

During onboarding, we’ll ask you to nominate a few key contacts—usually around three people work best.

Why? It helps to:

• Keep communication clear and consistent
• Avoid duplicate requests
• Build confidence within your team

We focus on supporting these “super users,” who can then share knowledge with the rest of your staff.

Something Not Working?

If you need to raise a ticket, the more detail you can give us, the faster we can help.

Useful things to include:

• Screenshots
• URLs
• User IDs
• Dates and times
• What you’ve already tried

A lot of issues come down to configuration or permissions, and when we fix something, we’ll explain what we did so you can handle similar situations in the future.

If something isn’t quite working the way you expected (rather than being broken), we’d love your feedback. The ideas platform is the best place for that—it helps shape what we build next. If needed, we’ll point you in the right direction.

When It Really Isn’t Working

If something is genuinely broken, we treat it as urgent.

We’ll:

• Investigate straight away
• Let you know what’s going on
• Give you an estimate for a fix

The more detail you can share upfront, the quicker we can get to the root of the problem—so it really helps to work closely with your support contact.