Behind the Blackboard! New Blackboard Collaborate Client Support Portal - Behind the Blackboard Skip Navigation
Download PDF  Icon Download PDF    Print article

New Blackboard Collaborate Client Support Portal

Date Published: Jun 16,2014


CategoryProduct:Collaborate; Version:Collaborate
Article No.: 000037730

Product:  
Blackboard Collaborate


Announcement Details:

WELCOME!

 
You have been redirected to the new Blackboard Collaborate client support portal.  This site is known as Behind the Blackboard™ and will enable you access to our Self-Help Resources, Community Resources, Knowledge Base, and Case Submission system.  We promised our clients a more consistent, coordinated support experience across all of our products and this move is a big step toward fulfilling that vision.
 
All Blackboard Collaborate cases created before June 16, 2014 will be worked to closure in the old portal.  All new cases should be created on Behind the Blackboard™.  We suggest you bookmark behind.blackboard.com now for future reference.  Here is the information you need to submit a case using Behind the Blackboard™, the new Blackboard Collaborate client support portal. 
 

END USERS (Students, Faculty, Instructional Designers, Others):

  • Click on the “Home” tab in the top navigation bar of this article page.
  • In the section labeled “Support” in the lower left, type your question or your issue into the text box just to the right of the words “Create a Case:” then click “Submit”.
  • Relevant articles from our knowledge base will then be presented.  To view one or more of those articles, click the title and scroll down to read the article. 
  • If the article answered your question, you’re done!
  • If you still need to create a case, click “Create a Case” button (just below the relevant articles).
  • Fill in the necessary fields on the case submission page and click the “Create New Case” button.  At this point, your case has been created and routed to your Collaborate Support Team.
  • If you wish to add comments or attachments to your case, click the “Add Attachments” button.  After you leave this page, all future interaction on your case will be through email.
  • If you have questions or difficulty submitting your case, please call 877-382-2293

 
ADMINISTRATORS

  • Navigate to behind.blackboard.com
  • Login using your email address and the password you received during the credentialing process.  (Note: If you are an administrator and did not receive credentials or your credentials are not working, please call 877-382-2293.)
  • In the top navigation bar, hover over the “Support” tab and click “Create a Case”.
  • Fill in the required fields.  (Note: The Environment field is used to select which of your institution’s Blackboard products you wish to submit a case against.)
  • Click on “Create New Case”. At this point, your case has been created and routed to your Collaborate Support Team.
  • If you wish to add comments or attachments to your case, click the “Add Attachments” button.  If you open a knowledge base article and it answers your question, simply click the “Problem Solved” button in the upper right and your case will be closed automatically for you.
  • You can open and continue to interact on your case either through email or by clicking the “Go Back to Case #...” link in the upper right.
  • If you have questions or difficulty submitting your case, please call 877-382-2293
 
 




The information contained in the Knowledge Base was written and/or verified by Blackboard Support. It is approved for client use. Nothing in the Knowledge Base shall be deemed to modify your license in any way to any Blackboard product. If you have comments, questions, or concerns, please send an email to kb@blackboard.com. © 2019 Blackboard Inc. All rights reserved