What to include in your Support Request

When reaching out to the 12Twenty Support Team (support@12Twenty.com), there are many ways to maximize your support request. Follow the guidelines below to avoid miscommunications, help us troubleshoot faster, and get the answers you need!



If experiencing a possible bug / the site is not performing as expected:


If you run into an issue on the site, and need our help to solve it, we’ll need a couple pieces of information from you to diagnose the issue and resolve it in a timely manner.

  • Describe the issue in detail. Include screenshots wherever possible.
  • Which user type is affected? (admin, student, employer)
  • Who is experiencing the issue? (include their user email)
  • Where on the site is the issue occurring? Specify the module and specific page.
  • Which web browser is the user using? (Chrome, Firefox, Safari, Internet Explorer, etc.) Is the issue unique to one web browser, or does it occur on all browsers?
  • When did this issue first appear / when did you first notice it?




Questions regarding my platform’s functionality:


For general questions on functionality, be sure to search for your question on the 12Twenty Academy as well as on the 12Twenty Guide (located on the lower left-hand corner of your platform) before sending in a support request – the answer you need may be right at your fingertips!

  • In phrasing your question, be sure to include the module you are asking about (e.g. Job Postings, Outcomes, Appointments, etc.).
  • Additionally, include what you are attempting to accomplish / why this functionality is important for you and your team.
  • Include screenshots wherever possible.



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