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Support, Made Simpler

Get answers faster. Learn from others. Connect with the right experts.

Learn in a few minutes

Four short videos that walk you through every path to help.

Brad Zylbersztajn

Sr. Manager of Support

How regional pods get to know your institution, and how a follow-the-sun model keeps your case moving around the clock.

Sammantha Cuba-Gajda

Technical Support Engineer

A walkthrough of the new Blackboard Support Hub: how to log in for personalized support and reach every resource from one place.

Jordan Atkins

Manager of Customer Support

An introduction to the new Support Bot: what it does, how it works, and how it gets you answers faster.

Jennifer Ziegenmier

VP, Global Support & Services

How our team works, how we support our customers, and what you can expect when you need help.

Your new support experience

Finding answers gets easier, reaching a person stays simple, and every case has one owner from start to finish.

Blackboard Support Changes: FAQ for System Administrators

What to expect on October 29th

The switchover to the new support experience will occur on October 29, 2026 beginning at 6:00 AM US Eastern Time (10:00 UTC), ending about 9:00 AM Eastern Time (13:00 UTC).

This is a multiphase effort. Precise timing for submitting tickets in the legacy portal vs the new experience may vary. We will be using banner messages and status page updates to communicate as the effort progresses. If you are submitting a new ticket between 6am and 10am Eastern on 10/29 we recommend you start at support.blackboard.com  If the new experience has been activated, you may be redirected by Support Bot to log in. If the new experience has not yet been activated, you may be directed to create your support ticket using the legacy process. We will provide updates via status.blackboard.com as the migration progresses. 

What if Support Bot's answer is wrong or doesn't fit my situation?

Tell Support Bot what didn't work or ask for a person. Your feedback helps us train and coach Support Bot, so the experience gets better for every institution. 

I can no longer choose "severity." How do I make sure an urgent issue is treated as urgent?

Tell Support Bot the impact, in plain words. We look at both severity and impact when we set priority. For example, an issue that affects only a few students can still be treated as extremely urgent if it stops them from learning in a live class or completing an exam. Say so directly, for example: "This is blocking students in a live exam right now."

The details that matter most are: how many people are affected, what they cannot do, any deadline (an exam, grades due, a term start), and whether it is happening now.

Can I see my Support Bot conversation after it becomes a ticket, or after it is resolved?

Yes. A description of your conversation with Support Bot stays available after the conversation is closed. You can find your conversations alongside your tickets in the Customer Portal. 

Should my colleagues who contact Blackboard Support sign in too?

All authorized support contacts at your institution should receive an invitation (see above) and should start at supporthub.blackboard.com and sign in. 

Is there anything I should update on my side?

Check your internal guides, help desk pages, and bookmarks for links to the old case form or support.anthology.com. Replace them with supporthub.blackboard.com, so your colleagues sign in and land in the right place.

Will my existing unsolved tickets be in the new support portal when it opens?

Yes. We are migrating tickets in stages so please be patient as the migration completes.

What if I open a ticket the night before the switchover?

These tickets will be migrated over to the new portal. Please allow us some time to finish this process. If you do not see your expected tickets by 3pm EST on Thursday 10/29 and have not received an update on the ticket from the support team, please reach out to support so that we can investigate. 

What if a ticket I expected is missing from the new ticket portal?

It is possible that there will be some manual clean up for our team to do as the migration progresses. If your expected ticket is still missing by end of day on 10/29 please let us know by telling Support Bot so that we can work with you to retrieve and reorganize.

What happens to my historical tickets?

We are migrating six months of history for resolved (no longer open) tickets. We are not moving the attachments for these tickets, such as screenshots. 

Tickets resolved more than 6 months ago are not moving. Sign in to support.anthology.com before that date to view or export any history you want to keep. After that date, it is no longer available.

How do I export my older ticket history?

Export it from the previous support portal, support.anthology.com, before December 31, 2026:

  1. Sign in to support.anthology.com.
  2. Go to Support Cases.
  3. Set your filters to choose the tickets you want.
  4. Select Excel or PDF, depending on the format you want.

Good to know before you export:

  • Each export includes up to 5,000 tickets.
  • The export includes high-level ticket details, such as the title and description. It does not include the conversation on each ticket.
  • Use the export as an inventory of your past tickets, not a full history. If you need the details from a specific ticket, open it in support.anthology.com and save what you need before December 31, 2026.

What if I want the full ticket details and conversations? Can Support export those for me?

No. To help protect customer data and reduce the risk of exposing personally identifiable information (PII) or other sensitive content, Blackboard Support does not provide data exports of detailed ticket histories, comments, attachments, or case conversations. If you need information from a specific ticket, please access and save it directly from the legacy support portal before December 31, 2026.

How do I escalate a ticket? I don't see an escalate button.

There is not a button but you can still escalate to Support Management if you are unhappy with how a ticket is progressing by saying “Escalate Ticket” to the Support Bot from within the ticket. 

How can I share my feedback about these changes?

We welcome your feedback. You can provide it in a chat with Support Bot if it is related to a specific ticket. You can also email support leadership: Andy Willome [email protected] or Jen Ziegenmier at [email protected]

Thank you for working with us through this change. We will keep improving the experience based on what you tell us.