Handshake's Support Team is available to assist you with your needs on the platform. This includes troubleshooting unexpected issues, or helping you use a particular product feature.
Tickets submitted to the Support Team are generally addressed based on order of submission, working from oldest to newest.
Click on the expandable headers below to learn more about our ticket classifications and Interaction Policy!
Ticket Urgency and Classification
To ensure we prioritise and resolve your issue/inquiry as quickly and effectively as possible, we use ticket classifications. The three classifications we use are:
This includes any critical issue affecting all users.
Example: Handshake is down, or data integrity may have been compromised.
Any issue or bug that's affecting a major functionality within the product, and is impacting a lot of users, but not all.
Example: students can't register for an interview, event, fair, etc.
Any issue or bug affecting a small amount of users, or any personal/troubleshooting inquiries regarding Handshake.
Example: how to upload a document, how to join a virtual events, etc.
Support Interaction Policy
Handshake strives to provide the safest environment for our users and employees while engaging in any conversation on our platform or vendor tools we use to service our users. We require consensuality when interacting with our team members, meaning that conversations must remain professionally relevant and contribute to our community in a constructive manner.
We require that every user be civil and respectful as they interact with our team. If any of our employees wish to terminate the consensual conversation due to abusive behaviour, they may do without penalty or fear of retribution.
Handshake does not tolerate abuse of its employees. We do not allow profanity, bullying, harassment, unwanted advances, threats, violence, intimidation, prejudice, retaliation, discriminating, dehumanising, or hateful language/action against individuals working for, or on behalf of, Handshake.
To submit a ticket to Handshake's Support Team, click here.
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