Data security is of the utmost importance to us, which is why we stay proactive in our efforts to ensure your data is protected. We’re making updates to how you connect with our Support team, designed to ensure security and efficiency.
Please review the following frequently asked questions to understand what’s changing, why, and the benefits:
1. What is changing and why?
We’re continuing to evolve our support experience in line with current security standards to ensure the most secure and reliable experience. As a result, beginning on June 12, 2025, we will require authentication to submit a support ticket. That means you’ll have to use the authenticated Submit a Request form in the Help Center to submit a support ticket. This will help us protect your data, ensure verified communication, and resolve issues more efficiently.
2. How will I contact Support?
Support will be available through the authenticated Submit a Request form in the Help Center. There will be two ways to authenticate:
For Watermark Suite Solutions: Faculty Success, Student Learning & Licensure, Course Evaluations & Surveys, Curriculum Strategy, Planning & Self-Study, Student Success & Engagement, Assessment Projects:
Access through your product –
- Log in to your institution's Watermark suite product
- Click the “?” on the top right
- You’ll be routed to our Help Center and authenticated automatically
- Click Submit a Request and complete the form—your ticket will be linked to your verified user account
- You’ll receive email updates as usual
Heritage Solutions: Taskstream LAT, AMS, LiveText, Tk20, Outcomes Assessment Projects (OAP):
Log in to the support portal–
- Register/ log in to the support portal in the help center
- Click “Submit a Request” (Account registration is required first)
- Note- When you click the "Submit a Request" button and are not authenticated or logged into the help center, you will be prompted to log in.
3. Will phone support still be available? Watermark’s dedicated phone support will continue to be available to product administrators (after authenticating), providing immediate attention and quick, effective resolutions.
4. Will Chat return as an option? We’re excited to announce that our live chat feature will be available directly in the Help Center after authenticating.
5. Who can authenticate to contact support? End users can use the “Submit a request” form after authenticating. We are reserving inbound phone support for product administrators so that urgent support is available when you need it.
6. Do I still have access to the Help Center? Yes. Help Center articles remain publicly accessible—you can continue to browse guides, how-tos, and troubleshooting tips without logging in. You’ll only need to authenticate when you want to submit a support ticket.
7. What if I try to submit an email support ticket?
All support tickets must be created through the authenticated Submit a Request form. After the support ticket has been created, subsequent communication can happen via email. If users email Support, they will receive an auto-reply directing them to submit their ticket via the “Submit a Request” form in the Help Center.
8. What if I can’t authenticate into the support portal?
If you're trying to access the Help Center without going through your Watermark product and are having trouble logging in, try the steps below:
1. Double-check your email and password
•Make sure you're using the correct email address associated with your support account.
•Confirm that there are no typos or extra spaces in your credentials.
2. Try resetting your password
•Go to the portal login page.
•Click “Forgot password?”
•Enter your email address and check your inbox for a reset link.
•Follow the instructions to set a new password.
3. Clear your browser cache or try a different browser
•Sometimes cached data or cookies can interfere with login. Clear your browser’s cache and cookies, then reload the page.
•Some login issues can be browser-specific. Try accessing the Help Center using an alternate browser (e.g., Chrome, Firefox, Edge, Safari)
9. Will this change impact the level of support I receive?
Submitting a ticket through the Help Center will improve your experience. By authenticating, you’ll receive support that’s more accurate, secure, and tailored to your account. Plus, you’ll be able to track the progress of your requests more easily.
10. How will communication continue after a ticket is submitted?
Once a ticket has been submitted, follow-up communication will continue via email. It is only the ticket initiation that needs to happen after authentication. You also have the option to comment on your open tickets from the help center portal. Directions for access ticket history are here: Your Support Ticket History: The Watermark Customer Portal.
11. Will Work Requests in Faculty Success change?
No. The will be no changes to Work Requests in Faculty Success at this time.
Looking ahead
We know how important it is to get timely, effective support, and we believe this change will make your experience even better. By ensuring every request comes from a verified user, we can protect your data, respond more accurately, and give you greater visibility into your support history. If you have questions or need help signing in, our team is ready to assist.