⏱️ The Essentials in 3 Minutes |
💡 Are you a learner with a question? Contact your training coordinator - they will be able to point you in the right direction.
💬 Where to Start
The Didask chatbot (black bubble at the bottom right of your screen) is your first point of contact. It answers your questions instantly, points you to Help Center resources, and connects you with our Care team if your request requires it.
You can also write to [email protected]: your message will first be handled by the chatbot, then forwarded to our team if needed.
Before contacting support, remember to:
Check the Help Center and the status page
If you encounter an issue, follow the troubleshooting steps
✅ Best Practices for Any Request
Regardless of the type of request, the following details speed up handling:
Context: your goal, your need, your constraints
URLs of the relevant pages or content
Technical environment if relevant: device, operating system, browser
What you have already tried
Accepted file formats: .gif, .jpg, .jpeg, .png, .heic, .mov, .mp4, .csv, .xlsx, .pdf, .txt, .doc, .docx, .zip. For large files, share a Google Drive or OneDrive link.
📋 Information to Include by Request Type
❓ Usage Question
How to use a feature, manage a project, or navigate the platform.
The Help Center article you already consulted
What you have already tried
A link to the relevant content and a screenshot
👀 Observation or User Feedback
Unexpected behavior, user experience feedback, or a point of attention.
What you are observing precisely and in what context
A screenshot or screen recording
💡 Improvement Idea
A feature suggestion or platform improvement.
A description of the current state
The improvement you have in mind and the need it addresses
A concrete use case and its estimated impact
🛠️ Bug or Unusual Behavior
Before contacting us, check status.didask.com and follow the troubleshooting steps. If the issue persists, send us:
The business impact and any associated constraints
The technical environment: device, OS, browser
The exact steps to reproduce the issue, with a screen recording if possible
The relevant URLs: granules, modules, groups, profiles, exports
The number of people affected and their identifiers (email or full name)
Keywords: support, assistance, chatbot, best practices, bug, usage question, contact.