The new Blackbaud support portal is here!

Rachel Shields
Rachel Shields
Tenth Anniversary Participant
in Blackbaud Tuition Management™ Blog
At Blackbaud, we are committed to providing you with a seamless user experience and world-class customer support. For this reason, we are excited to announce a new and enhanced support portal on Blackbaud.com! Along with the recently launched Admin experience, this is another step in our continued investment to deliver ongoing enhancements that enable you to further your mission.

In order to access the new support portal, please log in at https://support.blackbaud.com. You can also gain access through the support link within your solution, which will redirect you to the new portal. If you don’t already have a Blackbaud.com user ID (or need to reset your password), view this Knowledgebase article for login help.
 
Our new support portal offers the same great support system, only now it will be unified with one location and one phone number! There is no longer a need to keep track of tickets for multiple products in different systems, you can now manage your tickets along with your organization's support contacts and users, all in one place, on Blackbaud.com. 

Visit the support portal today to:
  • Search Knowledgebase
  • Visit the online community
  • Manage cases
  • Chat with support
What does this mean for my organization?
 
Support phone number updates 
  • Starting December 10, you will dial 800-468-8996 (Monday-Friday 8:30 a.m. – 8:00p.m. Eastern Time) to reach our support team and select the appropriate option from the main menu: Education Management. You will also be prompted for your Site ID.
  • If you dial the old support number on or after December 10, you will hear an automated message reminding you of the change. You will be prompted to hang up and either dial the new support phone number, contact the support team through chat, or create/update a case in our online portal at https://support.blackbaud.com. Please note: calls will not be forwarded or redirected.
Chat updates 
  • Currently, you can access chat within your Blackbaud products. Moving forward, you will be redirected to the Blackbaud.com chat page and will need to log in to access chat. You can also go directly to Blackbaud.com to start a chat with the support team by clicking the chat icon in the lower righthand corner of the page.
  • You will no longer receive an email with your case number when beginning a support chat—for more details, see below.
Ticket updates 
  • Fewer emails and inbox clutter when opening a case! Instead of receiving a follow-up email, you'll see the direct case notes and phone call log on Blackbaud.com.
  • Case numbers will change as part of our support system consolidation. While you will not be able to enter your previous ticket number via the phone prompt, our support team can still locate the case with this information.
What do I need to do?

As a reminder, if you need to access support, you will need a Blackbaud.com login. Your organization’s admin can assign this for you. Need help resetting your Blackbaud.com login? Please refer to this Knowledgebase article that can help you create or reset your login info. 

If you are an organization Admin, please verify your organization’s users: Please log in to the new Admin area to verify that all active users are showing in your Users and Admins list. Please invite any users who are missing and take a moment to inactivate any users who are no longer with your organization.


Sincerely,

Blackbaud Customer Success

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