Overview

There are times when you may need to reach out to us for assistance. This article lists the options available to you so that you can contact our support team regarding Sisra Analytics.

Response times may be longer during busy periods, such as the start of a new school year in September, due to increased demand.

Prerequisites

You must be an administrator to use our live support. If you are not an administrator, please speak to your Sisra administrator who will help with any queries you have. 

Help Centre

Your first point of help should be our Help Centre. Available to all users, it contains a wide range of searchable resources including FAQs, guides, articles and videos that will help you and your team when using Sisra Analytics. You have two routes to access the Help Centre:

1. Log into Sisra Analytics. Select in the top right corner of any page in Sisra Analytics, which will then open the Help Centre in a separate browser tab:
   
2. Alternatively, open https://help.junipereducation.org/ in your web browser. 

Contact us via Live Chat

When logged in as an Administrator, you will see the support widget in the bottom right of your website. Use this function for assistance. From the widget, access Live Chat, or leave a message outside of opening hours. 

Live support is available 9am to 5pm (UK time), Monday to Friday. Outside of our opening hours, leave us a message, including as much detail as possible, such as the Key Stage and Cohort you're working with, to ensure we can help you with your query as effectively as possible. We will respond to your message by email. 

1. Select the Resource Centre widget at the bottom right of Sisra, then click Contact us for help.
   
2. When prompted, select either Ask a question, Contact an agent or Help Guides:
   
   
   1. Select Ask a question, then enter your question in Type a message. The chatbot will quickly try to find an answer for you.

   2. Select Contact an agent to chat with a member of the Sisra Analytics Support team who will give you real-time help and support. When prompted, enter your Full name and the email address which your Sisra Analytics account is registered, then select Send and Sisra Analytics (or Dashboard). You will then be connected to a team member as soon as they are available.

      During busy periods, there may be a slightly longer wait before you connect with a member of our team. A team member will respond to you as soon as possible, but if you can't wait, leave a message and we'll get back to you by email.

      If you are having problems accessing live support, ask your local IT department to ensure *.zopim.com is added to the accepted list of your school's firewall.

   3. Select Help Guides and when prompted, select Sisra to open the Sisra Analytics Help Centre FAQs, articles, guides and videos. 

Raise a ticket via the Help Centre

To raise a ticket from the Help Centre:

1. Open https://help.junipereducation.org/ in your web browser. 
2. Select Submit a request.
3. Complete the form to submit a ticket that will be sent to our support team. Include as much detail as possible, such as the Key Stage and Cohort you're working with, to ensure we can help you with your query as effectively as possible.

Raise a ticket via email

You can email us at the following address to generate a support ticket: sisrasupport@junipereducation.org. Include as much detail as possible, such as the Key Stage and Cohort you're working with, to ensure we can help you with your query as effectively as possible.

Updated 26 June 2025 08:16