Copy of How To Request Support Using CCCHelp

Last update: January 26, 2021

What is CCCHelp?

The CCC Technology Center provides live call center and online support for systemwide online technology applications for California Community Colleges students and parents.

CCC Helpdesk delivers 24/7 telephone support for OpenCCC, MyPath, CCCApply, and other student-facing applications and services used by all 116 California Community Colleges.

CCCHelp.info is an online, on-demand, community-based support forum for sharing ideas, discussing issues, and collaboration between students and their peers.

To request support, visit the CCCHelp.info site today and register for an account.

Contact Support

CCCHelp.info is the primary point-of-contact for reporting issues and requesting technical support for systemwide technology applications such as CCCApply, MyPath, CC Promise Grant and other student applications.

The CCC Helpdesk provides 24/7 customer service and technical support to students and their parents who need help using online technology applications developed by the California Community Colleges Technology Center. When

How to Report Issues & Incidents

The most efficient way to request support from CCCHelp will depend on the type and severity of the issue being reported. Users who encounter an outage or any other issue that prevents their use of an application or service will require a more urgent process than a user who is requesting assistance completing an application or creating an OpenCCC account. Before contacting Support for help, please review the processes below and follow the process that best represents your issue and your need.

Reporting an Incident or Major Issue

Incidents are occurrences that prevent a user from accessing an application. A major issue is an occurrence when an application or service that isn't operating as designed for most users and no reasonable workaround is available.

Step 1: Gather the details of the issue you’re encountering, along with Information about your system* needed for troubleshooting

Step 2: If possible, snap a screen shot of the issue location or error message, including the page URL address in your browser window

Step 3: Report the issue with all related details to the CCC Helpdesk as soon as possible (see contact information above)

Reporting a Bug or Minor Issue

A minor issue impact occurs when some features of an application or service are unavailable, but a workaround exists and the majority of the application functions are still usable. A bug is an error or flaw or fault in an application or service that causes it to behave in unintended ways or produce an incorrect or unexpected result¹.

To report a bug, or other minor issue encountered while using CCCApply, MyPath, or other CCC application, please follow the directions below:

Step 1: Gather details about the issue or bug, including a screen capture if possible.

Step 2: Contact the CCC Helpdesk immediately at (877) 247-4836, or email support@openccc.net

Request Help with Account Creation, Recovery or Password Reset

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.

Submit a Change Request or Feature Enhancement

FAQs & Work-Arounds

Incidents or Outage = You are unable to access the online application and you’re receiving a 404 or 503 error message.

Major Issue = In some cases, the issue may have already been reported by another user and the site may have discussions

For systemwide technology applications, if you need to report an outage or a major issue, it is very likely that it will have already been reported by another college; in which case you should be able to find a discussion post easily, either by using the Search feature or first selecting the corresponding category page. searching for already started, which you have the option to “bookmark” if you wish to receive email notifications for each new comment or update. The bookmark icon appears to the right of each Discussion.

How to Use CCCHelp.info

CCCHelp.info allows users to share and discuss issues related to systemwide technology applications developed by the CCC Technology Center.

The best first step when troubleshooting issues is to check out the FAQs in our CCCHelp.info. We’ve recently migrated to the Vanilla forums platform for our online support forum, which offers community members (students) opportunities to share information and discuss CCC technology applications and services. As with most community-based forums, the more the site is used, the better the chance that ere are discussions and topics posted about the information you are seeking, allowing you to resolve your issue in record time without even having to send in a support request. If you don’t see anything that answers your specific question then it’s probably time to contact us directly.

Alternate Support Process

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.

Tips for Submitting a Technical Support Ticket

Below you’ll find a few quick tips for submitting technical support tickets that will help us help you cross the finish line and get your book in print.

1. Explore CCCHelp.info for information and support

The best first step when troubleshooting issues is to check out the FAQs in our Help Center. We’ve recently revamped the Help Center at Blurb.com, which includes a number of articles about all of our creation tools and products. There’s a good chance that there may already be a topic written up about the information you are seeking, allowing you to resolve your issue in record time without even having to send in a support request. If you don’t see anything that answers your specific question then it’s probably time to contact us directly.

2. Capture details and screen shots of the issue or incident

When contacting our support team, the more details you can provide about the issue you’re encountering the better in order to help CCC Help reproduce and resolve your issue.

If you’re getting a specific error message, be sure to capture the details and include it in your support request. Snap a screen shot if possible, otherwise be sure to write down the message presented with the error.

If a specific function within the application or service is not functioning as expected, try to describe it in as much detail as possible, as well as the steps you are taking when this is happening. It’s easy to gloss over small details like the software you are using or the operating system you are on but these details are often vital in troubleshooting support issues. Our technical support agents will use this information to try to recreate the issue firsthand to determine what may be causing the trouble and how to address it.

1. A picture can be worth a thousand words

While a detailed email is incredibly helpful for troubleshooting technical support issues, oftentimes
a screenshot is even more helpful. One of the first things we do when troubleshooting issues is to try and recreate the behavior. By including a screenshot of the issue you are seeing, our technical support agents will be able to look for the same things.

For OSX users it’s as simple as pressing Command+Shift+3 to take a screenshot of your whole desktop or Command+Shift+4 if you want to specify a particular part of your screen to capture.

For Windows users there are a variety of ways to take a screenshot based on the specific version you are using, but we’ve found the following works for just about all versions:

a. Press the Print Screen (PrtScn) at the far top right of your keyboard.
b. Open Paint (Start/ All Programs / Accessories)
c. Paste (Ctrl + V)
d. Save the file as a jpeg

So the next time you run into a technical snafu making your book, be sure take to give our Help Center a search to see if we already have an article that can help out. If you can’t find the right information and need to drop us a line, be sure that when contacting us you provide as much detail as possible or steps to reproduce and remember that screenshots can often be incredibly helpful for us when troubleshooting. We’re here to help!

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