The Finalsite Help menu (help icon in the Composer bottom-left corner) provides access to the Knowledge Base, Finalsite Training, the Status Page, the idea submission portal, and the Submit a Request ticketing button. This article covers accessing support, why the Submit a Request button may not appear, and how to reach your Client Success Manager.
💡Quick answers
- Where is the Submit a Request button in Composer? In the Finalsite Help menu (bottom-left help icon) or on the Composer dashboard; it only appears once your site is live and you have ticketing rights enabled.
- Why might the Submit a Request button not be visible? Three reasons: your site is still in deployment, your main site admin has not enabled ticketing rights for your account, or you are logged in to your deployment domain instead of your live domain.
- What is the correct URL format for accessing ticketing features? Your live domain — schoolname.org/admin — not the deployment domain (schoolname.finalsite.com/admin).
- Where is your Composer region displayed? In the top right corner of your Composer dashboard; it is also sometimes visible on the main Finalsite Support page.
- How do you reach your Client Success Manager if you don't know who they are? Email clientsuccess@finalsite.com and a team member will connect you with your assigned CSM.
In this article
- Accessing Finalsite Help
- Submitting a request to support
- Best Practices for requests
- Finding your Composer Region
- Reaching your Client Success Manager (CSM)Â
Accessing Finalsite Help
After logging in to the back end of your site, you can find many ways to get the support you need. The Finalsite Help menu brings together all of the various resources to learn about Finalsite, get answers to your questions, share ideas, and contact Support for any help you might need.
Clicking on the help icon in the bottom left corner to open the Finalsite Help menu.
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Here you'll find:Â
Submit a Request will open the ticket-entry window (if you have permission to create tickets). Tickets are the primary way to communicate with Finalsite Support about any issues you might have with your site. If you don't have ticketing rights, you will see the option to Contact a Site Administrator.
The Knowledge Base provides 24/7 access to hundreds of help articles easily searchable for instant support.
Finalsite Training will immediately direct you to our Training Portal, which you can also access in the top right corner of your dashboard by clicking the Training button. Finalsite Training presents content developed to get new users up and running and introduce you to modules you aren't familiar with yet. With interactive pages, searchable videos, practical exercises, and graded knowledge checks, Finalsite Training is a valuable tool for learning about your Composer website, its modules, and more.
Important Note
Access this content directly from your website! There's no need to create another account and log in. Once you log in to your CMS, you will immediately be redirected and logged in to the Training Portal when clicking from the Dashboard.
Share an Idea is where you can tell us an idea, suggest an improvement, or request a feature. This portal is a way to connect our developers and Product Managers with our clients, so that we can get first-hand information from you about how the software is used and what features would make it even more effective. Browse other user's ideas and vote to show your interest in their suggestion. Any idea you've submitted or voted on will appear in My Priorities so you'll always have an update on its status.Â
View Status Page is a great page to subscribe to so that you can monitor your site's performance and stay informed of any posted incidents. Learn more about how to read status updates in the article Checking the status of your site. We strongly suggest that you subscribe to alerts so that you receive a text message or an email as soon as our status page is updated.Â
Submitting a request to support
Once your site is live, you may Submit a Request to support or manage your tickets either in the Finalsite Help menu in the bottom left corner or by clicking either of these buttons in your Dashboard:
Don't see the Submit a Request button?Â
If you are logged in to your Finalsite CMS but do not see the Submit a Request button, this means you do not have ticketing rights enabled and is usually due to one of three reasons:
1. Your site is still in deployment
If your site has not yet launched (gone live), the ticketing system is not yet active for your account. Please reach out directly to your Project Management team for assistance.
2. Your main site admin needs to enable "ticketing rights" on your behalf
Ticketing rights are not automatically granted to every CMS user. If you see Contact an Administrator message instead of the Submit a Request button, your user account does not have ticketing permissions enabled.
If you are a staff member: Reach out to your school or district's Main Site Administrator. They can enable ticketing rights for you within the Admin User module.
If you are the Main Site Administrator: If you believe you should have access but don't, contact Finalsite Support. Note that granting ticketing rights to new users may require verification of your user role and permission from the primary account holder.
3. You are logged into the wrong domain
Ticketing features only appear on your Live Domain.
Check your URL: Ensure you are logged in at
yourshool.org/admin.Avoid:
schoolname.finalsite.com/admin(this is your deployment/staging domain).
Best Practices for requests
- Before submitting a request or emailing, check with your school or district's main site admin to ensure that you should have ticketing rights and the ability to submit a request.
- Once your site is live, ensure that you are logged in to your LIVE DOMAIN and discontinue use of your DEPLOYMENT DOMAIN.Â
- LIVE DOMAIN = schoolname.org/adminÂ
- DEPLOYMENT DOMAIN = schoolnameorg.finalsite.com/admin
- The more detail you can provide us the better! The quicker we can replicate your issue, the quicker we can get started on a solution.
- Demonstrate your issue with a video or a screenshot. One product we love is called Jing. This product allows you to create videos and upload them to their storage cloud for quick sharing of links to videos.Â
- If for any reason you are unable to log in to the support portal, email your support ticket to help@finalsite.com but only if you have ticketing rights and your site is live.
- Remember that, although we try to answer support tickets as quickly as possible, response times may vary depending on ticket volume.
Finding your Composer Region
It's important to know which region you are in, especially when referring to the Finalsite Status page which alerts you about different issues that are occurring. A particular issue may only be happening in a certain Composer Region.Â
The best place to locate your Composer region is on your CMS Dashboard. To locate your region, log in to your Composer site and navigate to the top right corner:Â
Some users may, additionally, see the region listed on the main Finalsite Support page in the top left but the best place to look first is the CMS Dashboard.Â
Reaching your Client Success Manager (CSM)
Your Client Success Manager (CSM) is your primary partner at Finalsite, dedicated to helping your district or school reach its goals and ensuring you have the right tools for success.
Don’t know who your CSM is? If you aren't sure who your specific representative is, don't worry! You can easily get connected:
Email us: Send a message to clientsuccess@finalsite.com.Â
What happens next: A member of our team will review your request and personally connect you with your assigned CSM.
Whether you are looking to start your mobile app upgrade or want to explore new features, your CSM is ready to help guide the way.
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