Hi everyone,
As we discussed in some of the recent Office Hours sessions, Blackboard® Support moved to a new experience on October 29. The biggest change is Support Bot, an AI assistant that is now your starting point for getting help. Here's a quick recap and the places to go for more.
Where to start
Go to: supporthub.blackboard.com and sign in. All authorized support contacts at your institution should have received an invitation. If you keep internal help pages, guides, or bookmarks that link to support.anthology.com or the old case form, now is a good time to update them. What's different
- Support Bot answers first. It can resolve many questions directly. If its answer doesn't fit your situation, tell it what didn't work or ask for a person.
- No more severity field. Describe the impact in plain words instead: how many people are affected, what they can't do, any deadline (like a review cycle or accreditation submission), and whether it's happening right now.
- Escalation works differently. There's no escalate button. Type "Escalate Ticket" to Support Bot from within the ticket.
- Your Support Bot conversations are saved. You'll find them alongside your tickets in the Customer Portal.
About your ticket history
Open tickets are migrating to the new portal in stages. Resolved tickets from the last six months will move over, without attachments. Anything older will not. If you want to keep older history, export it from support.anthology.com before December 31, 2026.
Learn more
The Blackboard Support page has a full FAQ for system administrators, plus four short videos, including an introduction to Support Bot and a walkthrough of the new Support Hub . Let's hear from you
Have you tried Support Bot yet? What worked, and what questions do you still have? Share them below and we'll bring common themes to the next Office Hours.
