👉 Are you a learner with a question? Contact your training manager, who should be able to guide you.
Are you an Administrator, Author, or Coach? This article is for you!
In this article, discover:
🧩 Our essential tips for a complete request
Consult our Help Center and our status page.
Indicate the pages you have consulted and/or what you have already tried.
Provide details about the context: objective, use, constraints, users concerned.
Provide the direct URLs of the pages concerned.
Send attachments: screenshots or screen recordings.
Specify the technical environment if necessary: device, OS, browser.
In case of an anomaly, perform the relevant troubleshooting steps.
💡 Best practices for contacting Didask Support
✨ Need help? Our team is at your service when you click here:
1️⃣ Consult our help center and our latest news
1️⃣ Consult our help center and our latest news
Our help center is continuously updated to better meet your needs. To discover all our new features, click here. 🔍
2️⃣ Detail your needs
2️⃣ Detail your needs
A detailed message facilitates a complete and accurate handling of your request.
To do this, we invite you to provide us with any files that may be useful in understanding your request (URLs, screenshots, etc.).
3️⃣ Preferred file formats
3️⃣ Preferred file formats
To ensure that your files are received correctly, here are the supported formats: .gif, .jpg, .jpeg, .png, .heic, .dng, .mov, .mp4, .csv, .xlsx, .pdf, .txt, .doc, .docx, .oga, .ogg, and .zip.
Where possible, we recommend that you send files in non-editable formats for security reasons.
4️⃣ Our recommended tools
4️⃣ Our recommended tools
Depending on the nature and size of your file, certain tools can make sharing easier. Here are our recommendations:
🖥️ Gifcap: to send a short screen recording: free, easy to use, and the GIF can be added directly to your email
🔉 Loom (Atlassian): to send longer videos with or without audio via a link, ideal for navigating complex situations and commenting on them (account required)
📩 Google Drive, OneDrive, or other drive: to share a file that is too large to be sent directly in an email, securely (you control access)
🎁 What to send us depending on your needs
📣 I have a question about how to use the platform
📣 I have a question about how to use the platform
We are available to help you understand how to use a feature, learn how to manage your projects, or get help navigating the platform.
✍️ Information to include in your message
The context: your goal, your needs, and your constraints
The Help Center article you consulted
What you have already tried before writing to us
📎 Useful attachments
Screenshot or screen recording
Direct link to the relevant Didask content
👀 I have a comment about Didask to share
👀 I have a comment about Didask to share
Your feedback and vigilance greatly influence our services, so we are happy to learn more about your user experience on the Didask platform.
✍️ Information to include in your message
What exactly you have observed
The context in which this behavior or element appears
📎 Useful attachments
Screenshot or screen recording
Link to the observed behavior
💎 I have an idea for improving the platform
💎 I have an idea for improving the platform
Your feedback is invaluable to the development of the platform, and we welcome your suggestions for new features, changes, or improvements to our services.
✍️ Information to include in your message
Description of the current situation
The proposed improvement
The need it addresses, its impact, and its priority
A use case illustrating your proposal
Examples of typical ideas
“It would be useful to have an additional filter in the statistics.”
“I would like to be able to display an image without text in this exercise.”
📎 Useful attachments
Screenshot or screen recording of the existing feature
Link to the relevant Didask content
Example, diagram, or description of the desired behavior
🛠️ I have encountered an unusual situation or anomaly
🛠️ I have encountered an unusual situation or anomaly
🔍 Before contacting us
🚦 Check the operating status of Didask applications: https://status.didask.com
If an incident is in progress, the unusual behavior you are experiencing may be temporary
⚙️ Follow the troubleshooting steps relevant to the situation, such as:
Clear your cache and cookies
Disable your extensions or test in private browsing mode
Try another browser
✍️ Details to include in your request
If the situation persists after the previous steps, please send us:
💥 The business or user impact, as well as any constraints
🖥️ The technical environment: device, operating system, browser
🔢 The exact steps taken with screen recording if possible (ideally with the browser console displayed, click here for more information).
🔗 the links concerned: granules, modules, groups, profiles, exports, etc.
✉️ the number of people affected and their identifiers (email or full name)
📎 Useful attachments
Screenshot or screen recording of the situation
Link to the affected Didask content
If a file is affected, send it to us
Keywords: support, assistance, anomaly, tools, files, best practices, customer service, usage question, unusual behavior
Any additional questions? Feel free to contact us at [email protected]. Our team is available to help and support you with your projects! 💬