🛟 Options for Support

This article provides the following options to get help when needed.

📝 How To Get Help

⏰ Hours

8AM-8PM EST Monday-Friday

📚 Help Center

Need quick answers? Our Help Center offers step-by-step guides, videos, and FAQs to help you troubleshoot issues, complete setups, and find solutions fast. It’s available anytime, so you can get the help you need when you need it.

Help Center

💬 Chat

Need quick assistance? Chat is the fastest way to reach us during business hours when agents are available. Start a conversation from your account or the Help Center by clicking the Help icon in the lower-right corner of the page.

Click the arrow to view chat availability and usage details

A pop up window will appear with some self help options available:

View past tickets
Contact Us
View Help Center
See past notifications our team has sent regarding software updates

Choose "Send us a Message" and then "Chat to support"

Messenger Voice/Video Calls and Screen sharing

If the situation calls for it, your agent may request to use this tool within chat to begin a verbal correspondence with an option for you to share your screen.

🎤 Microphone and speaker are required.

The chat will notify you that the agent has started a call.
Click the "Answer" button.

3. To Screen share, select the center button with the up arrow in a box.

4. Select the content to share followed by the Share button.

🤖 Ask AI a Question

Click "Send us a message" and ask your question. Champ, your AI Assistant will provide an answer. You can ask additional questions, select That Helped, or Talk to a person.

Why Use the AI Assistance?

Click the arrow to view why AI assistance is helpful

AI is here to provide quick answers and save you time, but we know nothing replaces human connection. Think of it as an enhancement to our support. Not a replacement. If AI can’t fully resolve your issue, our support team is always available for personalized assistance.

What AI can help you with?

Click the arrow to see what AI can assist with

Answering frequently asked questions (FAQs) about our features and functionality
Providing troubleshooting steps for common issues
Guiding you through using key tools in our software
Building program descriptions
Providing easy to follow step by step set up instructions

What AI Can’t Help With

Click the arrow to view AI limitations

Resolving complex, account-specific issues such as billing concerns or unexpected software behavior

Tips for Getting the Best Answers

Click the arrow to see tips for better AI results

The more specific your question, the better the response!

✅ Good examples: "How do I create a new season?" or "How can I email our customers?"
❌ Less effective: "Season issues." or "Email problems."

🎟️ Accessing the Ticket Portal

⚠️ Only users who have been assigned the System Admin role in their profile are authorized to access the Ticket Portal.

You can view and track the status of all support tickets related to your organization through the Ticket Portal. There are two easy ways to access it:

Click the arrow below to learn how to access tickets through Dash

Option 1: From Within the System

Locate the Help icon in the bottom-right corner of your screen while logged into Dash.
A support widget will appear greeting you by name. Select the “View Ticket Portal” option. This will redirect you to your ticket dashboard.
Inside the portal, you can:
- View tickets submitted by your organization or just the ones you’ve created.
- Use filters to sort by ticket status (e.g., In Progress, Resolved).
- See the assigned support agent and when tickets were last updated.

Option 2: From the Help Center

Go to the Help Center while logged in.
Click the “Tickets Portal” link under the Customer Support section.

📧 Email

Email us at [email protected]

📞 Phone

Schedule a phone call with our support team.

Learn More

🆘 Emergency

If you’re experiencing an emergency, email [email protected] for immediate assistance. Please use this only for urgent issues. Not for bug reports or general support. You’ll receive a confirmation email and updates as we work to resolve the issue.

Emergency Examples

Unable to access Dash software
Unable to process payments
Customers unable to register online through member app

📊 Dash Status Page

Dash provides a system status page so you can quickly check for outages or performance issues affecting the platform.

📍 Accessing the Status Page

Click the arrow to learn where you can access the Dash Status Page

You can access the Dash Status Page in three ways:

Direct Link (Recommended):

You can access and bookmark the page anytime using the direct link below:
Status Page

From the footer on supported pages:

Scroll to the bottom of the page.
Select Check Status.
This opens the Dash system status page in a new tab.

From the Help Widget (in app):

Open the Help tab at the bottom of your software window.
Select Dash Status Page.
The page will open in a new browser tab.

🔔 Subscribing to Status Updates

Click the arrow to learn how to subscribe for email or text notifications

To stay updated when Dash creates, resolves, or updates an incident:

Go to the Dash Status Page.
Click Subscribe to Updates in the top-right corner.
Choose how you’d like to receive alerts:
- 📧 Email Notifications – Enter your email and click Subscribe via Email.
- 📱 Text Notifications – Enter your phone number and country code, then click Subscribe via Text Message.
📨 Confirmation Email – Once subscribed, you’ll receive a confirmation email verifying your subscription. Make sure to open it and confirm.

🧭 Page Footer Support Tools

Some Dash pages include a footer with quick-access tools for support, diagnostics, and system information.

Click the arrow to learn what each footer option means

📍 Where you’ll see the footer

The footer appears at the bottom of certain Dash pages.
Not all pages include this footer.
Available options may vary by page.

⏱️ Page Speed Indicator

Some pages display a number instead of a “Report Issue” link.

The number reflects how long the page took to load.
Selecting the number opens the same diagnostic reporting tool.
This allows you to report slowness even if the page finishes loading.

🚨 Report Issue

Use Report Issue to submit a performance or behavior issue for the page you’re currently viewing.

When selected:

A diagnostic form opens automatically.
Page speed and technical details are captured.
You can add comments to describe what you were experiencing.
Network diagnostics can be included to help troubleshoot connection-related delays.

💡 What happens after you submit a report

When you submit a speed or issue report, the details are sent directly to the Dash Support team. This information helps us investigate performance issues using real page data from your session.