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Customer Corner--How to Contact Customer Success

The EnrollNow team offers several ways to connect with our Customer Success team. Whether you are asking a question, reporting an issue, suggesting a new feature, or scheduling a meeting, all of these support options are now available in one centralized location called the Customer Corner. There is no “wrong” way to reach out—our goal is to help you get the answers you need quickly so you can continue your work in EnrollNow. Our team 

We Want to Hear from You!

Your communications, questions, suggestions about the EnrollNow platform help our team support you better and give us more opportunity to continue developing enhancements to the platform. Whether you use chat, submit a issue or question to the Help Desk, schedule a meeting links, or email your CSM, we’re here to help.

What is the Customer Corner?

The Customer Corner is a centralized support hub within the EnrollNow Support Center where users can schedule meetings with CS team members, access Live Chat (coming soon), submit support requests, ask questions, submit a feature request, access the Knowledge base, access the Support Center(tickets), access the learning academy and stay informed about product updates. It serves as the primary location for connecting with the EnrollNow team and finding answers to common questions.

How to access Customer Corner 

You can connect with the Customer Corner from within the EnrollNow platform

  • Click the ? (question mark) icon in the upper-right corner of the platform

    or

  • Click the Customer Support button at the bottom of any page with the platform.

    • Both options will open the Knowledge Base, where you can access the Customer Corner.

Or you can visit our website at enrollnow.io and then click on the Customer Corner page in the upper right. Bookmark the Customer Corner page for quick access from your browser.

Help Desk

From the Customer Corner, you will see three options:

  • Ask a Question – for general questions about how something works in EnrollNow

  • Report an Issue – for technical issues or unexpected behavior

  • Request a Feature – to suggest a future product enhancement

Don’t worry about choosing the “perfect” option. Regardless of which button you select, your request is routed to the EnrollNow Help Desk and Customer Success team and will be directed to the appropriate team member.

Support Center

The EnrollNow Support Center is your one-stop solution for managing and tracking all your help desk tickets. Access your submitted inquiries, monitor their status, and communicate directly with our support team to ensure prompt answers to your questions. Site Admins can also view all tickets submitted by their organization. If you do not currently have access, click the "View My Tickets" to begin the registration process.

Weekly Learning Series

Weekly on Thursdays at 3:00 PM EST we'll feature a new session focused on improving your EnrollNow experience. Join us for webinars or instructor-led training, short instructional videos, or open office hours for live support and Q&A. Diverse formats, practical tips, and real-time help to boost your workflow. Click "Sign up" to register to receive meeting invitations.

User Community

Whether you’re seeking advice on using our products, looking to solve a challenge, or wanting to connect with like-minded researchers, the EnrollNow Community provides a platform for meaningful interactions and support. Join today to expand your network and contribute to a collective pool of knowledge that benefits all members. Together, we can foster collaboration, share experiences, and empower each other to achieve greater success in research. Click "Join the Conversation" to register for access to the Community page.

Learning Academy

At EnrollNow Academy, you’ll find an array of training courses covering various aspects of the platform, empowering you to make the most of its capabilities. While we are actively building out the Academy, we invite you to explore what's currently available and stay tuned for more valuable learning opportunities as we continue to expand our offerings in the coming weeks.  Our goal is to equip you with the knowledge and skills needed to elevate your research and enhance your overall experience. Click "Start Learning" to register for EnrollNow courses.

Knowledge Base

EnrollNow's Knowledge Base provides extensive self-guided resources to help you navigate challenges and enhance your experience. Whether you need step-by-step instructions, troubleshooting tips, or best practices, the Knowledge Base is designed to empower you with all the information you need to succeed independently. With easily accessible content, including sample JSONs,  you can quickly find answers and optimize your use of our solutions at your convenience. Click "Explore Collection" to access articles.

Other ways to contact support

In addition to the above-mentioned sections of the Customer Corner, you can also:

  • Email the Help Desk help@enrollnow.io

  • Contact your Customer Success Manager (CSM)

  • Contact the Customer Success team at success@enrollnow.io

  • Schedule a meeting from our signatures in email communication

Live Chat Support

Live Chat will soon be available within the platform for quick questions while you are actively working in EnrollNow.

Live Chat is ideal for:

  • Login issues

  • Navigation questions

  • Finding where features are located

  • Quick “How do I do this?” questions

Support agents will be available via Live Chat Monday–Friday, 9:00 AM – 4:30 PM EST (excluding holidays).

Each chat automatically creates a support ticket so the conversation can be referenced later if needed. If the issue requires further investigation, the conversation will continue through the ticket’s email thread.

Information to include when submitting a ticket

Providing a few key details in your request helps our team begin investigating your issue more quickly.

When possible, include:

  • A short summary of the issue or question

  • Your EnrollNow site name (sometimes referred to as your “lab name”)

    • This is typically the first word in your browser URL before .ripplescience

  • The study name(s) where the issue is occurring

  • Screenshots of what you are seeing in the platform

  • Screenshots of any error messages

Depending on the issue, our team may request additional information, such as:

  • Study Definitions (for study-level configuration questions)

    • Instructions on how to export Study Definitions can be found here.

  • Survey name (for survey-related issues)

  • Email or text template name (for messaging-related issues)

Providing these details in your initial request can reduce follow-up questions and help us move toward a resolution faster.

REMINDER:

Because EnrollNow sites often contain sensitive data (PHI/PII), our support team does not have direct access to your site configuration. Providing these details help us understand what you are experiencing so we can investigate more effectively.

Product updates and release notes

EnrollNow releases product enhancements and fixes approximately every two weeks. Customers receive an email notification with release notes a few days before each release. Current and past release notes are also posted in the Knowledge Base.