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GIFTS Online: Quick Guide To Get Help

“We are here to help!”
As a Blackbaud Microedge users you hear this often. This post is a breakdown of the details.
The rule of thumb is that if it’s not Sales or Customer Support, it’s Customer Success.
If you have a question, comment or general inquiry, below is a list of where to go first, how to get there and why.
 
1. Self Help Access
2. Customer Support
  • Online: PowerMe portal (located at Microedge.com or Community.blackbaud.com)
    • Cases Tab at the top of PowerMe Homepage
    • Click new Case
  • Phone: 877-704-3343, Monday- Friday 8:30am-8pm est
  • Why: Locked out, Blue bugs, Error that keeps you from completing your work.
  • Note: Include your contact information, urgency level, screen shot, url.
3. Customer Success Manager
  • Customer Success is your primary contact for everything that is not sales or customer support.
  • Customer Success is building better relationships with our customers to help them succeed with our products and services.
  • Customer Success is understanding your goals, definition of success, and pain points.  We then plan to help you succeed.
4. Blackbaud University Below is a quick contact card to print and keep. Any questions? You now know where to go J And if you have any feedback or specific questions, please don’t be shy!
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Posted by Alexis Fish on Feb 7, 2017 7:09 PM America/New_York

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FYI...The link to Online Virtual Instructor-led Training does not work. 
  • Posted Wed 26 Apr 2017 09:49 AM EDT
I can't find the Powerme Portal to check on the status of outstanding cases (3 at this time!).  Can I still send email to helpdesk@microedge.com?????????
  • Posted Fri 05 May 2017 10:58 AM EDT