Have a question? Let´s see our options - Forums and Support Portal:
Forum = inviting everyone to participate in the solution
Support ticket = creating a formal request of help for a specific issue
Speaking of Forums, it’s important to know the distinction between the two main of them in the Community:
Platform Forum 📊
This is dedicated to questions about working in the Board Platform. You can expect responses to come from internal experts, partners, or other customers who’ve had similar experiences - Platform - Board Community.
Academy Forum 👩🏫
This is dedicated to questions about Academy training courses. You can expect most responses to come directly from the Academy support team - Academy - Board Community.
Worth noting that you can always see how many Unanswered Questions there are directly from the tab on the homepage. Community makes it a goal to ensure every question receives a response as quickly as possible — so you’ll often see that there are no open questions.
As a general guide, most questions receive a response in one to two days.
Think of the Forums as an alternative to opening a support ticket. Replies can come from any member of the Community — customers, partners, and Board experts as well.
Let's see it together:
Now, let me share with you a certain guideline on how things shall be done in order for them to be solved quickest. First, which one should you use? Let's see:
Use the Forum when your question may benefit from the Community, for example:
- questions where shared experience would be useful
- how to approach something in Board
- best practices
- configuration ideas
- learning from other customers, partners & Board Experts
Use Contact Support when your issue is:
- urgent or blocking your work
- related to a production environment
- specific to your company’s setup
- difficult to explain without sharing sensitive details
- something that needs formal investigation by Support
To get better answers faster, try to ask your question with a little structure:
Goal: what are you trying to do?
Context: what use case or process is this part of?
Version / deployment: which Board version are you using? Cloud or on-prem?
What you tried: what steps have you already taken?
Expected vs actual: what should have happened, and what happened instead?
Evidence: screenshot, error message, or example if possible
The more specific the question, the easier it is for the Community — or Support — to point you in the right direction.
Small challenge: 🎯
After reading this post, go ahead create your first question in the Forums and share the link in the comments.
Or, if you already posted a question and want to bring more attention to it, leave the link below and we’ll take a look!
