Our teams provides guidance and support for districts, teachers, and students to maximize the use of Proximity Learning's programs and platforms. The teams works proactively, collaboratively, and strategically across to ensure a highly effective instructional experience.
To submit a help desk ticket, please do so via the Request Help Form, PLI Curriculum & LinkIt Form, or Patty via our Chat widget in the Help Center or PLI Connect.
3 Options to Get Support
How to Access & Use the Help Center
🔍 How to Find the Help Center
- Go to PLI Connect on your home page.
- Scroll to the bottom of the page.
- Click FAQ inside the Get Help box.
What is the Help Center
- We have 200+ FAQ Articles
- These articles provide step by step how to instructions, technical troubleshooting, and Policy and Procedures for PLI.
- Articles are categorized based on your role as a PLI Teacher.
🚀 Using "Quick Answers" & FAQ Articles
- Search for Quick Solutions: When you type a query in the search bar, the Help Center now provides Quick Answers at the top of your search results to give you immediate next steps.
- Detailed Guides & Visuals: Reference articles will still appear below the Quick Answer. Click into any article for detailed instructions, images, and links.
- Provide Feedback: Use the thumbs up / thumbs down icons on the quick responses to help us continuously improve search results!
❓ What to Do If You Still Need Help
- Ask Follow-up Questions: If the Quick Answer isn't clear enough, click into the full article or ask a follow-up question directly in the search interface.
Submitting a Ticket via Patty via the chat widget
📍 Where to Find Patty
- Look for the orange box in the bottom right-hand corner on both PLI Connect and the Help Center.
How to Talk to Patty
- Give Patty ALL of the details FIRST
- Read the response Patty gives
- Click on the FAQ for pictures or links
- Answer any questions Patty asks
- If you still need help, “Talk to Human”
💬 Tips for Chatting with Patty
-
Give Full Details First: The more detailed information you provide upfront, the better and more accurate Patty's answers will be.
- Please do not simply say "Talk to Human" > we need as much information as possible to route your ticket to the correct team as possible.
- If you do not give us the full description of the issue before you submit a ticket, it will take longer for us to get you the support you need.
- The clearer you are with your first prompt, the better chance you will get the correct helpful answer and article. This is the fastest way to get answers to your questions.
- Instant FAQ Search: Patty scans through all 200+ FAQ articles to deliver immediate answers and guide you to visual guides or links.
- Answer Follow-up Questions: Be sure to reply to any follow-up questions Patty asks to help narrow down your issue.
- Second Topic: If you have a second topic you need help with, please ensure you use the back arrow button in the top right hand corner, then select "New Conversation". This will ensure your ticket gets to the correct team.
🎫 Automatic Ticket Submission & Smart Routing
- Need Human Help? If Patty’s answer doesn’t resolve your issue, you can request to "Talk to Human" to submit a ticket. *If the information is not helpful to you, please select "no" and then "talk to a human" to submit a help ticket to our teams.
- Minimal Info Required: You only need to provide your Name, Email, School District, and State.
- How It Works: AI analyzes your conversation history with Patty and automatically routes your ticket directly to the right department (e.g., POD, HR, Time Off, Certifications, VTA) for faster resolution!
After You Submit A Ticket with Patty
- After you submit a ticket, you can add more details to the chat and it will attach to your ticket.
- After you submit a ticket, you will receive an email summary of your chat, related articles, and updates.
- You can respond to this email with more information as well and your ticket will be updated with the additional information. NO NEED for an additional ticket.
- After you submit a ticket, you WILL receive an email asking you to verify your email. This is a new security measure that is being put in place. If you do not verify your email, your ticket will not be received by our team. Please ensure you are checking your email after submitting a ticket and complete this step.
💬 Best Practices for Chatting with Patty
📝 1. Describe Your Issue in Detail First
- Provide Context Upfront: Always start your chat with as much specific detail as possible.
- Avoid Vague Requests: Do not just type "Talk to Human" right away. This skips the automated routing and sends your ticket into a general queue, causing delays while support reaches back out to clarify your issue.
🔍 2. Review Responses & Suggested FAQs
- Check Suggested Solutions: Read the immediate responses and click into provided FAQ links for visual guides or step-by-step instructions.
- Answer Follow-up Questions: Reply to any clarifying questions Patty asks to help narrow down the exact issue.
🎫 3. Submitting a Ticket (If You Still Need Help)
If Patty cannot solve your issue, you can request to "Talk to Human" to open a support ticket. Please keep these form details in mind:
-
School District State: Enter the state where your school district is located (not necessarily your home state).
- If your issue is not tied to a specific district, select "state not listed".
- District Name: If your issue is not district-specific, select "Proximity Learning" as your district.
- Smart Routing: Providing full details during your chat allows the AI to automatically route your ticket directly to the correct internal team for a much faster resolution!
📝 Submitting a Support Request Form
📋 Choosing the Right Form
When submitting a request, make sure to select one of these two options designed specifically for active teachers:
- Request Help Form: Use this form if you’ve already searched the Help Center and used quick answers, but still need assistance.
- PLI Curriculum & LinkIt Form: Use this form specifically for curriculum bugs, paid license requests, or LinkIt support.
⚠️ Important: As an active PLI teacher, do not select forms intended for applicants, new hires, or corporate employees.
🚀 Simplified Form & Smart Routing
- No Topic Selection Required: You no longer need to manually select a ticket category.
- Provide Detailed Descriptions: Fill in as much detailed information as possible in the description field.
- How It Helps: AI scans your description to automatically route your ticket to the right department. Providing complete details upfront prevents routing delays and gets you help much faster!
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