Who Can Help & What Form to Submit

All district employees have access to support for technical issues, account access, and software requests. Use the guide below to determine which system or contact is appropriate for your specific needs.

Technical Support (Incident IQ)

For hardware, network connectivity, security and building access, or software/programs assistance, please submit a ticket through Incident IQ.

How to Submit a Ticket:

1. Log in to your SSO and open the Incident IQ app.

2. Select + New Ticket.

3. Choose a Category: If you are unsure which category to pick, you can explore the options to find the best fit. Main categories include:

   • Devices / Hardware: Repairs for laptops, iPads, or printers.

     • Note: Please include your device Asset Tag in the ticket to ensure the fastest resolution.

   • Software / Online Systems: Technical issues with district-approved applications.

   • Network / Wi-Fi: Connectivity issues or internet outages.

   • Security and Building Access: Badge issues, security cameras, or building safety hardware.

4. When submitting a ticket, describe the issue and include details such as usernames, IDs, screenshots, and the problem you’re experiencing. Providing more information helps resolve your issue faster.

   • If you need help locating the serial number or asset tag number on a Chromebook or iPad, you can view this guide here: How to Locate Serial and Asset Tag Numbers on Chromebooks and iPads

View the full guide’s here: Getting Started

Software/Application Access and Requests (Eduphoria Formspace)

While most technical issues are handled in Incident IQ, the majority of access requests and district permissions are managed through Eduphoria Formspace.

• Submitting a Request: Use Eduphoria Formspace to request access to specific district programs or for administrative permissions.

• Finding the Right Form: Browse the categories to locate the appropriate form. If you do not see what you need, you can navigate back through the categories at any time to refine your search.

• You can view the current list of available request forms in Eduphoria here: Current Formspace Forms Available

Software Vetting and Approval (LearnPlatform)

All software and applications used in Conroe ISD, on our devices or network, must undergo a review process to ensure it meets our privacy and data safety standards.

• LearnPlatform: Use this app in your SSO to check if software is Approved or Not Approved.

• New Submissions: To use a program not listed or reviewed, submit it for review via the LearnPlatform portal.

You can view more information here: LearnPlatform

Logins, Passwords, and MFA

Lockout Periods

If you experience multiple failed login attempts, the system will temporarily lock the account to ensure security.

• Employees: 15-minute lockout after 5 failed attempts.

  • View the full guide here: Locked Out of ClassLink (SSO): How to Regain Access

• Students: 5-minute lockout after 5 failed attempts.

• Please wait for the full duration to expire before attempting to log in again.

Password Resets

• Employees: Use the “Help I Forgot My Password” link on the SSO login page. For best results, use a Chrome or Edge browser on an unlocked district device or a personal device.

  • View the full guide here: How to Reset Your SSO Password

• Students (Grades 5-12): Teachers of record can set temporary passwords for their students using the Backpack App in the SSO.

  • View the full guide here: How to Reset a Student's Password (Teacher of Record)

Multi-Factor Authentication (MFA)

• Reset Requests: If you have a new phone or a new phone number and cannot access your MFA method, please submit an Incident IQ ticket.

• SMS (Text) Issues: Ensure you have a strong cellular signal. You may need to move closer to a window to receive the code.

• Email Codes: When using a personal email for MFA, ensure your device is connected to the campus Wi-Fi or Guest Wi-Fi.

  • View the full guide here: How to Update Your MFA Settings (New Phone, Number, or Method)

Key Contacts and Responsibilities

Knowing who to contact ensures your request is handled by the correct department.

Need additional help? Click here for further assistance.