Software is only as good as the support behind it.
We’re committed to providing you with an outstanding product and exceptional customer support. That’s why we offer 3 different ways to help you find the answers you’re looking for.
- Online Documentation
- Web-based Wiki
- Live Phone Support
Genesis Help Desk Hours: 7:30 a.m.-4:30p.m., Monday – Friday
You can contact the Genesis help desk either by telephone: 732-521-2002 or through JIRA on-line support.
The help desk is the center of support. Our help desk is staffed with a full time help desk manager and five support representatives. The help desk hours are 7:30am to 4:30pm, Monday through Friday. The function of the help desk is to assist you with issues and answer questions once you have received training in a particular area of Genesis. When contacting the help desk via the telephone for assistance, you are asked to submit an issue using our JIRA on-line support system. Submitting all issues through the JIRA system allows complete and accurate tracking of all Genesis issues and how they are resolved. Our goal is to respond to every telephone call and every JIRA issue that is submitted to us on a daily basis, and resolve the issue and answer the question as quickly as possible.
Our help desk utilizes “Go To Meeting” to work with you to resolve issues. This allows them to better understand and resolve your issues remotely. Please contact your technical department to insure you are able to utilize this software.
You can contact the help desk at 732-521-2002.
NOTE: For security purposes, Genesis does not provide support directly to teachers and parents. We will always refer them to the system administrator for their district for assistance.
Genesis New District Implementations and Training (1st year of implementation)
Districts who are in the process of implementing Genesis will be assigned an implementation specialist/account representative. The implementation specialist will oversee the implementation of Genesis into your district, schedule trainings, and assist you with the set-up of the various Genesis modules. Once set-up is completed and training has been conducted for a module you can contact the help desk for assistance.
Genesis Existing District Training (After 1st year of Implementation)
Existing districts can call the help desk at 732-521-2002 or submit a JIRA for any issues. The help desk is to assist you with any questions once you have received training in a particular area of Genesis.