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Contacting Handshake Support

Jennifer
  • Updated

Handshake is committed to providing exceptional support to all of our users. Whether you need assistance with navigating the platform, troubleshooting an issue, or learning more about its features, our support team is here to help. 

This guide outlines how each user type—EDU partners, employers, and students—can take advantage of our detailed resources (advanced chatbot, Help Center, and support team). 

Select your role below to find detailed instructions for contacting Handshake support.

EDU partners (Career Services)  

1. Click Help in the upper-right corner of any page in Handshake, then click Help Center to open the Handshake Help Center. 

Career services help dropdown.png

 

2. Click the message bubble icon in the lower-right corner, then select your user type (e.g., "I'm in Career Services or IT"), then enter a detailed question related to your issue.

  • 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.

 

3. If the suggested response or articles do not resolve your issue, you will be prompted to submit a ticket.

  • Complete the ticket form as thoroughly as possible.
  • 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.
Note: Career services can also contact our team by phone. The phone number is listed in the Help dropdown menu.

 

Employers

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

Contact support.png

 

2. The chatbot will open in the lower-right corner of the page. Enter a question related to your issue.

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

 

3. If the suggested response or articles do not resolve your issue, you will be prompted to submit a ticket.

  • Complete the ticket form as thoroughly as possible, providing all necessary details about your issue.
  • 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.

 

Phone support 

  • Only Premium partners can contact our team by phone. The phone number is available in the Help dropdown menu.
  • If you don't have a Premium partnership, support is available by email only. After interacting with the chatbot, you'll be prompted to submit a support ticket if your issue isn't resolved. This will become an email conversation with our team.

 

Students 

1. Click your profile picture in the upper-right corner of any Handshake page, then select Help from the dropdown menu. You will be redirected to the Handshake Help Center.

click on your photo then help.png

2. Click the message bubble icon in the lower-right corner of the page. 

 

3. In the chatbot, select your user type (e.g., "a student or alumnus"), then enter a question related to your issue.

  • 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.

 

4. If the suggested response or articles do not resolve your issue, confirm that you want to be escalated to a Support Specialist to create a ticket for you. 

Note: The entire chat conversation will be submitted as a ticket, and our Support team will review and respond in the order received.

 

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 customers. 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 behavior, 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, dehumanizing, or hateful language/action against individuals working for or on behalf of Handshake.

 

Additional resources