Support channels for admins
Last updated: September 15, 2026
There are four ways to reach the Solidroad team: a shared Slack channel, email, the chat in the platform, and a shared Microsoft Teams channel. They are not interchangeable. The one you pick decides who else on your team can see the conversation, how much detail and context you can attach, and where you'll receive a reply.
The four channels
Channel | What it suits |
|---|---|
Slack | A shared channel with the Solidroad team, with your team and ours both in it. Context stays in one place, anyone on your side can pick up a thread, and you can drop screenshots, links and recordings straight in. Best for anything that will have follow-ups or involves more than one person. |
support@solidroad.com. Everyone you copy stays on the thread, attachments are easy, and there is no limit on how much background you write. Replies come back by email, so you keep a record you can forward or search later. | |
Chat | The chatbox inside the platform, opened from Help in the bottom left. The conversation is between you and the Solidroad team only, so it suits a quick question rather than something your wider team needs sight of. Bug reports and feature requests submitted here move to email. |
Microsoft Teams | A shared channel in Teams, for teams who work there rather than in Slack. It behaves the same way as a shared Slack channel. |
Most admin questions carry detail: a workspace, several users, a link to an assignment, sometimes a recording. Slack, Teams and email hold all of that and stay visible to your colleagues. Chat is the fastest route for a single question you want answered while you are already in the product.
Setting up a shared channel
If you do not have a shared Slack or Microsoft Teams channel with the Solidroad team yet, ask your Customer Success Manager and they will set one up.
What to include when you report a problem
The more of this you send first time, the fewer rounds it takes:
What you expected to happen, and what happened instead.
A link to the assignment, simulation, scorecard or user involved.
The email address of anyone affected, and roughly when it happened.
A screenshot or a short screen recording.
The browser and device, if it is an audio, video, camera or loading problem.
Pointing learners in the right direction
Learners have the same chatbox in the platform and can search the help articles, start a chat, or submit a bug report or feature request themselves. Send them to How to get help, report a bug or request a feature if they have a platform-related question.
Related articles
If you have any further questions, contact the Solidroad team via the Help tab in the platform.