Enroll Success Team Resources

Welcome! Here’s everything you need to know about working with our Success Team in Enroll.

In this article:

How Support Works

Types of Requests

Meeting Expectations

FAQ

How Support Works

1. Submit Your Request – Email [e-mail] or create a ticket on Zendesk.
2. Support First – All tickets are reviewed by our Support Team.
   • If your request is technical, Support will work with you directly.
   • If your request is account-related, it will be routed to the Enroll Customer Success Team.
3. Asynchronous Support – Most requests are resolved in Zendesk. 

Types of Requests

• Support Team – Platform troubleshooting, questions, and technical help.
• Success Team (via Support routing) – Consultation, training, contracts, purchases, and other account-related needs.

Meeting Expectations

• Our approach is primarily asynchronous support through Zendesk.

• Each organization receives one hour of dedicated, live one-on-one support per contract year. This time can be used for in-depth questions, planning sessions, or guidance with our Enroll Success Team. To schedule this meeting, you must submit a request with an agenda, which allows us to assign the appropriate team member based on your needs. We will not schedule a meeting without an agenda.

  Example Agenda:

  • Goal/Outcome: What you hope to accomplish in the meeting

  • Topics/Questions: Key points or questions to discuss

  • Supporting Details: Any relevant context, screenshots, or documents

• For additional dedicated support beyond the one-hour allocation, consider consultation hours, training packages, or a support upgrade.

FAQ

Do I still have a dedicated Success Manager?
No. All requests go through Zendesk, starting with our Support Team. Account-related requests are then routed to the Enroll Success Team.

Can I meet with someone 1:1?
Yes, each organization receives one hour of live, one-on-one support per contract year. However, once this hour has been used, all additional support is handled asynchronously through Zendesk tickets until the next contract year. If you need more dedicated live support, you can purchase consultation hours, training packages, or a support upgrade.

What if I need more dedicated help?
You have options for additional support, including consultation hours, training packages, or a support upgrade. To get started with any of these options, simply submit a ticket, and your assigned Enroll CX will guide you through the next steps.