Submitting a Request

Please use the Submit a Request button located on the top right of ApplyWeb's Help Center and Community.

The Submit a Request button on the top right takes you to a multi-use form that you can use for requesting support/help, requesting specific features and upgrades, reporting problems/bugs/issues/errors, providing feedback, requests to update your forms and data, and more! 

Once you submit a request, ApplyWeb Customer Support determines how to respond using an issue reporting and tracking application to log your reported problem and assign it to the appropriate person based on the information you’ve given us.

How to Submit a Request

What to do before Submitting a Request

Before submitting a request, do the following:

1. Check the appropriate Customer Support Center (ApplyWeb Forms or CRM) for articles, FAQs, or Community posts addressing your request.
2. Determine the priority of your request.
3. Collect the information you need to describe your request.
4. Determine whether you want to make a post in the Community or Submit a Request to the Help Desk
5. Make a post in the Community at https://clientapp.collegenet.support/hc/en-us/community/topics and wait for responses from ApplyWeb Customer Support and other ApplyWeb experts and users.
6. Alternatively, click the Submit a Request button on the top right and fill out the form.  

Please Note: If you are not your institution’s authorized CollegeNET contact, describe your problem to your contact, who can then contact the Help Desk.

Describing your Request

1. When submitting a request, please have the following information available:
   • Your name and institution.
   • The product your request is related to: ApplyWeb Form, Admit, or Prospect.
2. If ApplyWeb Form, the form code(s) affected.
   • Any relevant attached files including request spreadsheets and screenshots.
   • A description of the impact the request
     • A detailed description of the request, including any error messages you’ve received.
   • If this is change requests, any relevant attachments, including spreadsheets, data files, and PDFs. 
   • If this is an issue or problem, please include the browser you’re using.
   • If this is an issue or problem, write down the exact steps taken that resulted in the problem, including any error messages.
     Please Note: You may want to take a screen capture of the error message and send it to us.
   • If this is an issue or problem, follow the steps you took again to see if you can reproduce the problem.

Filling out the Submit a Request Form

Using the information about, fill out the appropriate Submit a Request form. See the ApplyWeb Customer Support contact information section below to determine which form needed. The form guides you through the appropriate information before sending it off to ApplyWeb Customer Support when you submit.

How ApplyWeb Customer Support handles your request

ApplyWeb Customer Support uses a ticket reporting and tracking application that allows us to log your reported problem and assign it to the appropriate person based on the information you’ve given us.

If ApplyWeb Customer Support is able to address the request quickly, they do so. However, if the request requires gathering additional information, testing, or research, the person assigned to your ticket will be in contact with you periodically until the request is resolved and the help ticket closed.

ApplyWeb Customer Support contact information

• ApplyWeb Forms: Click the Submit a Request button on the top right of https://clientapp.collegenet.support/hc/en-us for issues with ApplyWeb Forms Management.
• Admit/Prospect CRM: Click the Submit a Request button on the top right of https://admithelp.collegenet.support/hc/en-us for issues pertaining to Admit or Prospect.
• Applicants: applicants can click the Submit a Request button on the top right of https://applyweb.collegenet.support/hc/en-us for technical assistance with their application.
• Recommenders: recommenders can click the Submit a Request button on the top right of https://applyweb.collegenet.support/hc/en-us for technical assistance submitting a Letter of Recommendation.