SBCTC and ConexED each have dedicated support teams that use separate ticketing systems to track and manage requests. To ensure you are receiving helpful, efficient, and timely responses to your questions or issues, the appropriate support team must communicate directly with the college that submitted the request.

If your request is sent to the wrong team, you'll be directed to contact the appropriate support team:

• If your question or issue is related to SBCTC's ctcLink integration, ConexED will ask you to submit a ctcLink Support ticket to SBCTC.
• If your question or issue is related to ConexED application functionality, SBCTC will ask you to contact ConexED Support.

Rather than transferring tickets between organizations, each team will direct colleges to follow the appropriate support process so items can be documented in the correct ticketing system.

• Determine whether your issue is related to the SBCTC ctcLink integration or the ConexED application.
• Submit your request directly to the appropriate support organization.
• If your request is redirected, submit a new ticket to the appropriate organization and reference the original ticket number, if applicable.

When submitting a support request, please include all relevant details in your request, including but not limited to:

• Page navigations.
• Screenshots.
• Details of impacted users.
• Error messages.
• Steps to recreate the issue.
• Relevant troubleshooting steps already completed by your college.

For general questions, product guidance, and tutorials, visit the ConexED Knowledge Base: https://newsupport.conexed.com/knowledge. The Knowledge Base includes articles and tutorials for both staff and student functionality.