Secondary Multi-School: How do I get support? (Admin)

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 Secondary Multi School.

Response times may be longer during busy periods, such as the results period and 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 MAT 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 Multi School. You have two routes to access the Help Centre:

  1. Log into Secondary Multi School. Select the "?" icon in the top right corner of any page, 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 (Priority & Complete tiers)

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. 

For customers on our Priority and Complete support tiers, 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. 

Customers on our On Demand support tier can still leave a message, and we will respond via email. Further information on our support tiers is available here.

  1. Click on the chat widget at the bottom right of the screen (or within the Help Centre).
     
  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 support team who will give you real-time help and support. When prompted, enter your Full name and the email address which your Multi School 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 Other, then Assessments to open the Secondary Multi School Help Centre FAQs, articles, guides and videos (also accessible via the "?" icon on the top right hand corner of the screen). 

Raise a ticket via the Help Centre (All tiers)

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, or any particular school if necessary, to ensure we can help you with your query as effectively as possible.

Raise a ticket via email (All tiers)

You can email us at the following address to generate a support ticket: assessmentdashboard.support@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.

Did you know we also offer bespoke interactive training for the MAT Reports?

Book an interactive session for your Trust, where you'll be taken through step-by-step how to understand and analyse the key data within your Multi School Dashboard.

During the session, one of our expert Consultants will guide you through the following:

  • Navigating the system and common report functionality
  • Understanding school headline measures
  • Drilling down to view and analyse detailed reports
  • Comparing performance of individual schools across the Trust
  • Analysing key groups (Gender, Disadvantaged and SEN)
  • Subject analysis to aid Teaching and Learning
  • Identifying areas for improvement
  • Ensuring accuracy of data across the Trust

This is a 30-minute online hands-on session, allowing you to navigate your own Trust Dashboard alongside the trainer, with opportunities to ask questions throughout the session. 

Please click here and select 'Book Individual School Training' for further details.

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