Contacting Handshake Support

1. Click Help in the upper-right corner of any page in Handshake, then click Contact Support to open the Handshake Digital Assistant in Handshake. 

2. Double-check that your email address is entered correctly in the chatbot window that appears from the lower-right corner, then click Submit.

• Tip: Type out your question similarly to how you'd describe it in a new ticket. 
• The chatbot recommends steps and relevant articles based on your query. The more specific your question is, the more accurate the response will be.
  • If the response isn't quite what was expected, you can reply to correct the chatbot or provide clarification. 
    • For example, we index employer and student-facing articles for our EDU partners to help you answer questions you may get from them. 
      • Depending on how your question is phrased, sometimes the bot may respond as if you are a student or employer. 
      • In this case, you can correct it by saying something like, "but I'm a Career Services user, not an employer" or similar, and that will help prioritize the most relevant workflow for our EDU partners. 

For more helpful tips, check out Best Practices: Leveraging the Help Center Chatbot!

3. In the event that a support ticket is needed, a mini-form will appear in the window with optional fields for cc'ing someone, sharing a URL, and adding an attachment. You will need to click Submit in order to create the ticket. If you click Close instead, the ticket will not be created and the conversation remains open.

• Once your ticket is submitted, you will receive a copy of your chat transcript via email. Our Support team will review your ticket and respond in the order it was received.
  • For more information, refer to Handshake Support Ticket Urgency and Classification.

1. Click Help in the upper-right corner of any page in Handshake, then click Contact support from the dropdown.  

2.  In the chatbot, select your user type (e.g., "an employer"), then enter a question related to your issue.

• The chatbot recommends steps and relevant articles based on your query. The more specific your question, the more accurate the response will be.

For tips to make the most of this resource, check out Best Practices: Leveraging the Help Center Chatbot.

3. If the suggested response or articles do not resolve your issue, you will be asked to confirm whether you’d like to be connected with a specialist.

• If you confirm, a ticket will be automatically generated, and the chat transcript will be submitted to our support team, who will review and respond in the order received.

• You will receive a copy of the chat transcript via email once your ticket is submitted.

  For more information, refer to Handshake Support Ticket Urgency and Classification.

Phone support 

• Phone support is available to Essentials and Enterprise (formerly TES) customers. The phone number is available in the Help dropdown menu.
• If you are not on an Essentials or Talent Engagement Suite plan, support is available via email only. If your issue is not resolved after interacting with the chatbot, you will be prompted to submit a support ticket, which starts an email conversation with our team.

1. Click your profile picture in the upper-right corner of any Handshake page, then select Contact Support from the dropdown menu. Our Handshake Digital Assistant window will open directly in Handshake.

2. Your email address and user type are pre-filled, so click Submit to start the conversation, then enter a question related to your issue.

• The chatbot recommends steps and relevant articles based on your query. The more specific your question, the more accurate the response will be.

For tips to make the most of this resource, check out Best Practices: Leveraging the Help Center Chatbot!

3. If the suggested response or articles do not resolve your issue, you will be asked to confirm whether you’d like to be connected with a specialist.

• If you confirm, a ticket will be automatically generated, and the chat transcript will be submitted to our support team, who will review and respond in the order received.

• You will receive a copy of the chat transcript via email once your ticket is submitted.

  For more information, refer to Handshake Support Ticket Urgency and Classification.