Customer Support is here to help with questions and requests. There are certain processes we can assist with and some that we cannot.
Requests that Support can assist with:
Employee Learning Cloud
User imports to update user data, such as Manager or Group values or custom attributes (To add custom attributes, add each attribute to the columns after the groups column)
Template: user import template.csv
Historical data imports for trainings and Events
Template for training Completion data: Historical Data Import Template.csv
Template for events attendance data: Event_Import_Template.xlsx
Bulk delete or deactivate users
Reset passwords
Customer Learning Cloud
Import Academy users (name and email only)
Import completed assignments
Note: Users aren't sent invitation emails when they are added through the Support import process. If you are using email+password as your login method, users will need to use the Forgot Password function to set up their password.
For completed assignments, if the course has a badge, the user will receive a notification that they were awarded the badge upon the import being completed.
Requests that Support does not assist with:
Assigning or unassigning content
Adjust access permissions (i.e Editor or Reporting access)
Adjust Academy segments
Copying or deleting trainings
Best practices (questions on this should go your customer success team)
You can also attend one of our office hours for live assistance: https://academy.workramp.com/events
When contacting Support, you'll want to provide as many details as possible.
Please try to include the following:
Description of issue
Steps to replicate (if applicable)
Screenshots or screen recordings
Relevant user information
Relevant content information (name and/or link to training)
Provide the date and time of occurrences
Here are great examples of troubleshooting and request emails sent to Support:
(Troubleshooting)
(User Import Request)
WorkRamp Connect Slack Instance
If you are a member of WorkRamp Connect, we encourage you to use your specific channel made for your Company. If you do not have a company-specific channel, please reach out to support@workramp.com or leverage the chat button to contact Support.
FAQ
Do I contact WorkRamp Support to generate an API token?
No, you no longer need to contact the Support team to generate an API token. Please follow the steps in our help article to generate your API token.