_{Last update: January} 28_18, 2021₂₀₂₂

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What is CCCHelp.info?

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CCCHelp provides call center and online support for students and parents for systemwide technology applications developed for the California Community Colleges online technology applications for students and parents.

• The CCC Helpdesk provides 24/7 telephone support for OpenCCC, MyPath, CCCApply, and other emerging student

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• success applications, with 30-second response times.

• CCCHelp.info is an

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• on-demand

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• community

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• based

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• support system moderated by student support specialists which allows users to share ideas, discuss issues, and get assistance from peers.

To start get started using online support today, visit CCCHelp.info and register for an account.

Why Use CCCHelp.info?

• Search for information and news 24/7

• Get answers to general questions from student success moderators

• Get notified on important topics and discussions

• Share ideas and discuss issues with peers

• Request assistance from CCC support moderators

• Support your peers with your experiences

Contact Information

The CCC Helpdesk and CCCHelp.info are the primary points-of-contact for reporting issues and requesting support for online technology applications such as OpenCCC, CCCApply, MyPath, and other CCC student applications.

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CCC Helpdesk Call Center

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(877) 247-4836

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24/7 call center for student support.

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CCC Helpdesk Email

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support@openccc.net

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Request help or report an issue by email.

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CCCHelp.info

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ccchelp.info

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Share, discuss, or post a question to the online student support community.

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Getting Support

There are several ways to get help and technical support using CCC online applications; the most efficient method for you will depend on your need and the type and severity of the issue being reported. For example, encountering an error page, system outage, or other occurrence that is preventing your use of an application or service, warrants a more expedient response and resolution process (see Reporting Issues & Incidents below) than a less severe issue or a request for assistance using an application or creating an OpenCCC account.

Before contacting CCCHelp support services, please review the issue reporting processes below and follow the method that best represents your issue or need.

Reporting Incidents & Major Issues

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Steps for Requesting Support

Students are encouraged to use the self-service functionalities of CCCHelp.info to find information, ask for help, and report an issue using the steps below.

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• Step 1: Visit CCCHelp.info and search through the CCCTC System Alerts category to see if the issue and recommended solution or workaround has already been reported in the community. If no information is found, prepare to gather the necessary information required for reporting a major issue or access incidentto report the issue.
  

• Step 2: Capture relevant details about the issue and , if possible, snap a screenshot or screen capture of the error page or onscreen behavior. Be sure to include the browser URL address in the screenshot.
  

• Step 3: Report the issue , along with your browser and operating system Information, to CCC Helpdesk (877) 247-4836 or email s upport@opencccsupport@openccc.net.

Reporting Minor Issues & Bugs

A minor issue or bug is when some features of an application or service are unavailable, but a workaround exists and the majority of the application is still functional. A minor bug is an error or a flaw in an application that causes it to behave in unintended ways or produce an incorrect or unexpected result. To report a bug or other minor issue, follow the directions below:

• Step 1: Visit CCCHelp.info and search through the relevant categories and discussions to see if the issue or bug is known, and if a recommended solution or workaround is available. If there are no existing discussions or alerts about the issue, select a category and start a new discussion post based on the to gather the necessary information required for reporting a major issue or access incident.

• Step 2: Gather details about the issue or bug, including a screen capture if possible.

• Step 2: Report the bug to CCCHelp the CCC Helpdesk immediately at (877) 247-4836, or email support@openccc.net

Requesting Assistance

To request assistance creating or recovering your OpenCCC student account, contact CCC Helpdesk at (877) 247-4836, visit the CCCHelp.info support site to post the details of the experience.

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Why Use CCCHelp.info?

CCCHelp.info allows users to share and discuss issues related to systemwide technology applications with other users, as well as connect with site moderators which include CCC Technology Center support representatives, product developers, and college student services.

Search through discussions and FAQs

The best first step when troubleshooting an issue or seeking information to a topic, is to check out the discussions and FAQs on CCCHelp.info. Chances are your issue may have already been reported and solutions have been discussed within the community, allowing you to resolve your issue in record time without even having to send in a support request. If you don’t find news posted by Support, or if you don’t find answers to your specific question, then it’s probably time to contact us directly.

Your issue has likely already been reported

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Tips for Reporting Issues

For best results, use the tips below to ensure fast and efficient troubleshooting.

• Provide a brief description of the issue

• Include the time and date that the issue occurred

• Include your browser type (i.e., Chrome, Safari) and operating system

• Provide a screen shot of the error page message or bug behavior

• Include the URL address of the application or webpage

• If available, expand the details tab provided in the error message and include in your report

What Not to Include

• For security reasons, please do not include or attach any personal identifying information about yourself in an online post

• If your issue pertains to spam, bad actors, or fraudulent activity, please contact the CCC Helpdesk immediately.

Get Help With Your New OpenCCC Account

CCCHelp.info - the online support forum for students and parents - is designed to be your first stop for getting help with your new or existing OpenCCC account. A dedicated team of support engineers monitor all posts and requests for help with signing in with or recovering your existing account, resetting your password, and creating a brand new account, during support hours, Monday - Friday, 8:00am - 5:00pm.

For technical issues with an online application, please call the CCC Helpdesk directly at (877) 247-4836, or email support@openccc.net.

Register & Post

Technical support issues reported through CCCHelp.info- or emailed directly to the College Staff Support email address - are entered into the OpenCCC Zendesk system which results in an Issue ticket that is then sent back to the reporter. The open ticket provides a record of the reported issue and all communication between you and CCCHelp through diagnosis, troubleshooting and resolution. and allow the college to communicate privately with CCC support representatives until the issue is resolved