1. Getting Started – Logging In
The MyKnowledgeMap Help Centre is powered by Zendesk and provides a single place to submit support requests, track their progress, search our knowledge base, and connect with other users via the Community.
To access the Help Centre, visit support.myknowledgemap.com and click the Sign in button in the top right-hand corner of the screen.
1.1 Existing Customers
Enter your registered email address and password, then click Sign in.
1.2 New Customers
If you do not yet have an account, click the Sign up link and provide your name and email address to create one. You will receive a verification email — check your spam folder if it does not arrive within a few minutes.
1.3 Forgotten Password
Click the Forgot my password link below the login box and enter your email address. A password reset link will be sent to you. The link expires after 24 hours, so use it promptly.
2. Your Dashboard
Once logged in, your dashboard gives you quick access to everything you need. The key areas are described below.
| Dashboard Element | What It Does |
|---|---|
| Community | Share ideas, best practices, hints and tips across all MKM products. A great place to learn from other users and ask general questions. |
| Submit a request | Raises a new support ticket directly with the MKM Helpdesk team. |
| (Your name) | Access your profile, view open requests, review all activity, change your password, or sign out. |
| Search | Searches the entire Help Centre — including community posts, knowledge base articles, and application status updates. |
| MyProgress | Guidance and information for the interface within MyProgress. |
| MyShowcase – ePortfolio | Information and support articles for the MyShowcase ePortfolio platform. |
| OpenBadges.me – Digital Badging | Information and support for the OpenBadges digital badging platform. |
| Application Status | Real-time updates on current application performance for both MyProgress and MyShowcase. |
We strongly recommend:
All users should click Follow on the MyProgress and MyShowcase Application Status article. This means you will receive an automatic email notification if there is any known issue or degraded performance — without needing to log in and check manually.
3. Submitting a Support Request
To raise a new support ticket, click Submit a request from the top navigation bar or the dashboard homepage. Complete the form fields described below, then click Submit.
3.1 Form Fields Explained
| Field | Guidance |
|---|---|
| CC (optional) | Add the email addresses of any colleagues who should receive updates on this ticket and be able to contribute to it via email replies. |
| Subject | Write a brief, clear description of the issue. Avoid vague titles like "Problem" — be specific, e.g. "Student unable to submit placement form on MyProgress." |
| Priority | Select the appropriate priority using the guidance below. Accurate prioritisation helps us respond to the most critical issues first. |
| Web Site URL (optional) | Provide the URL of the page where the issue occurred. This saves the team time when replicating the problem. |
| Request Description | Describe the issue in as much detail as possible. Include browser, operating system, device type, and the steps taken before the problem occurred. |
| Discipline (optional) | If the issue relates to a specific discipline (e.g. Nursing, Paramedic Science), select it here to help us route the ticket correctly. |
| Attachments (optional) | Attach screenshots of any errors or unexpected behaviour. A picture really can save a thousand words — and significant investigation time. |
3.2 Priority Guide
Selecting the right priority ensures your ticket reaches the right people at the right time. The table below summarises each level.
| Priority Level | When to Use | Example |
|---|---|---|
| Urgent | A major outage or critical issue affecting more than 50% of users. | The entire MyProgress platform is inaccessible for all students. |
| High | A significant issue affecting more than 50% of users, but a workaround exists. | A key feature is broken for the majority of students but they can still access other parts of the system. |
| Normal | An issue affecting an individual user or a small number of users. | One student cannot log in; others are unaffected. |
| Low | A minor issue or general enquiry with no immediate operational impact. | A question about how to configure a placement form template. |
4. Managing Your Tickets
Once you have submitted a ticket, you will see it listed under My Requests. You can access this at any time by clicking your name in the top right-hand corner and selecting My activities.
A confirmation email is sent to your registered address immediately after submission, including a direct link to the ticket. You can click through to view its status, read any responses from the team, and add further information.
4.1 Understanding Ticket Statuses
Each ticket moves through a series of statuses as it progresses through investigation and resolution.
| Status | Meaning | Action Required |
|---|---|---|
| Open | The ticket has been received and is awaiting investigation by MKM. | None — we are looking into it. |
| Pending | We have responded and are waiting for further information or confirmation from you. | Please reply as soon as possible. Tickets left pending for more than 10 days will close automatically. |
| On Hold | The ticket is awaiting a scheduled update or a development fix. | No immediate action required. We will update you when there is progress. |
| Solved | The issue has been investigated and resolved. | If you are satisfied, no action is needed. If the issue persists, reply within 4 days to reopen the ticket. |
| Closed | The ticket has been closed and cannot be reopened. | If you need further help on the same topic, submit a new follow-up ticket — it will automatically reference the closed one. |
5. Updating a Ticket via Email
You do not need to log back into the Help Centre to keep a conversation going. Every time your ticket is updated by the MKM team, you will receive an automated email notification.
Simply reply to that email with your response and it will be added to the ticket automatically. There is no need to create a new ticket or visit the portal — your reply goes directly into the thread.
Important:
Do not delete the reference text at the bottom of the email (the section marked "## Please do not write below this line ##"). This code links your reply to the correct ticket. If it is removed, your message may not be attached properly.
6. Closing Your Ticket
Tickets are designed to close automatically so that your request list stays clean and manageable. The automatic closure rules are as follows.
- A ticket marked as Pending for more than 10 days will close automatically.
- A ticket marked as Solved for more than 10 days will close automatically.
If you are happy that your issue is resolved and you would like to close a ticket yourself, open the ticket in the Help Centre and click Mark as solved. Alternatively, let us know in a reply and we will mark it as solved on your behalf.
6.1 Reopening a Solved Ticket
If your ticket has been marked as Solved but the issue has not been fully resolved, you have a 4-day window in which to reopen it simply by replying to the ticket — either via the portal or by email. After this window closes, the ticket moves to Closed status and cannot be reopened.
6.2 Following Up on a Closed Ticket
Once a ticket is Closed, it remains visible in your request history for reference, but can no longer receive replies. If you need further assistance on the same topic, submit a new ticket. Zendesk will automatically link the new ticket to the closed one, keeping the full history intact for the support team.
7. Top Tips & Best Practice
Getting the most from the MKM Help Centre is largely about providing the right information at the right time. The following tips will help you get faster, more accurate resolutions.
7.1 Search Before You Submit
The Help Centre contains a growing library of knowledge base articles, community posts, and resolved ticket summaries. Use the Search bar to look for your issue before raising a ticket — you may find an immediate answer without any waiting time. Search by error message, feature name, or a short description of the problem.
7.2 Write a Great Ticket Description
The single biggest factor in how quickly your ticket is resolved is the quality of information in the description. A well-written ticket means the team can go straight to investigating rather than asking follow-up questions. Aim to include all of the following.
- What you were doing — the steps taken immediately before the issue occurred.
- What you expected to happen — what the normal behaviour should be.
- What actually happened — a description or screenshot of the error or unexpected outcome.
- Who is affected — just you, specific users, or everyone?
- Your browser and version — e.g. Chrome 122, Edge 121, Safari 17.
- Your operating system — e.g. Windows 11, macOS Ventura, iOS 17.
- Your device type — desktop, laptop, tablet, or mobile.
- The URL of the page where the issue occurred.
- Any recent changes — has anything changed on your network, browser, or account recently?
Example of a helpful ticket description:
"When a student on the BSc Nursing programme clicks 'Submit' on their mid-placement review form, they receive a blank white screen instead of a confirmation message. This started happening on 14 March for approximately 10 students. Other students on different programmes are not affected. Tested on Chrome 122 on Windows 11. The URL is https://myprogress.example.com/placements/review/submit. Screenshot attached."
7.3 Attach Screenshots
Screenshots are one of the most valuable things you can include in a ticket. They allow the support team to see exactly what you are seeing, without ambiguity. Most operating systems allow you to take a screenshot quickly.
- Windows: Press Windows + Shift + S to open the Snipping Tool and capture a selected area.
- Mac: Press Command + Shift + 4 to capture a selected area and save it to your desktop.
- iOS/Android: Use the standard screenshot gesture for your device and share the image via the attachment field.
7.4 Use CC to Keep Your Team Informed
If colleagues need visibility of a support issue — for example, your line manager, a system administrator, or another member of staff involved in the affected process — add their email addresses to the CC field when submitting the ticket. They will receive all updates and can contribute to the conversation by replying to the notification emails.
7.5 Follow Application Status Articles
The Application Status section of the Help Centre is updated in real time whenever there is a known issue or incident affecting MyProgress or MyShowcase. By following these articles, you will receive an automatic email notification as soon as an incident is posted — and again when it is resolved.
To follow an article: open it and click the Follow button at the top of the page. We strongly recommend that all system administrators and key contacts within your organisation do this.
7.6 Respond Promptly to Pending Tickets
When a ticket is moved to Pending status, it means the team needs information from you before they can continue investigating. Responding quickly will keep your ticket moving. If a pending ticket receives no reply for 10 days, it will close automatically — you would then need to raise a new ticket if the issue is still unresolved.
7.7 One Issue Per Ticket
It is best practice to raise a separate ticket for each distinct issue rather than bundling multiple problems into one request. This allows the team to prioritise, route, and resolve each issue independently, and gives you a clear audit trail for each problem. If issues are related, you can reference the other ticket number in the description.
7.8 Use the Community
The Community section of the Help Centre is a forum where customers share ideas, ask general questions, and exchange best practices across all MKM products. It is a great place to learn how others are using the platform, discover tips you may not have been aware of, and contribute your own expertise. Community posts are visible to all users and are monitored by the MKM team.
7.9 Keep Your Account Details Up to Date
Ensure the email address registered with the Help Centre is one you actively monitor. All ticket updates, password reset links, and application status notifications are sent to this address. If your contact details change, update your profile via the (Your name) > Profile menu.
8. Further Support
If you are unable to resolve your issue through the Help Centre, or if you have an urgent matter that requires immediate attention or escalation, please contact:
Donna Cartman
Customer Service Manager
📞 07436 039817
donna.cartman@myknowledgemap.com
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