Employee/Substitute Support Options

The following support channels are dedicated to Conroe ISD employees requiring technical intervention. If you have reviewed the available self-help resources and require further assistance, please select the method below that best aligns with your current system access.

Support Hours: Monday – Friday: 7:30 AM – 4:30 PM (School Days)

Common Questions & Answers

Many support requests can be resolved instantly without submitting a ticket. Please visit the page below to see if a guide is available for your issue.

Most Viewed Help Articles

• I’m locked out of my SSO/ I see a “Contact Technology” message

• How do I reset my password?

• How do I reset a student’s password? (Grades 5–12)

• How do I reset a student’s multi-factor authentication (MFA Image)? (Grades 5–12)

• How do I update MFA if I have a new phone or phone number?

• How do I change my MFA sign-in option?

For additional answers and step-by-step guidance on other common questions, please visit this page here: Staff Frequently Asked Questions

Substitutes

For additional answers and step-by-step guidance on other common questions, please visit this page here: Substitute Frequently Asked Questions

Select Your Support Method

Option 1: Users WITH SSO Access

(Fastest Resolution Method)

Use this option if you can successfully log in to your SSO Dashboard.

Instructions: Please access the Incident IQ application located within your SSO portal to submit your request.

• How to Submit a Ticket in Incident IQ (Click here for instructions on locating the app and selecting the correct category.)

Why use the Incident IQ Portal?

• Direct Routing: Tickets go immediately to the correct person when submitted.

• Real-Time Tracking: View status and notes instantly.

• Automated Processing: Bypasses the manual email intake queue.

Option 2: Users LOCKED OUT of SSO

(Email or Phone Support)

Use this option only if you are unable to access the SSO Portal.

• Email: help@conroeisd.net

• Phone: 936-709-7658

How We Process Your Request:

• Ticket Generation: All voicemails and emails are automatically transcribed into Incident IQ tickets.

• Response Method: We reply via email to create a documented history.

• Where to check: Please monitor both your Work Email and/or Personal Email. If you are locked out, we will use your Personal Email for communication.

Security Verification Checklist: In alignment with District initiatives, we must verify your identity. Please include the following details in your email or voicemail:

• [ ] Full Name

• [ ] Employee ID (6 Digits)

• [ ] Current Personal Email (Required for lockout assistance)

• [ ] Description of error