All technology may occasionally experience glitches or may not perfectly meet your needs. If you find something that is broken or could be improved, please inform us. We want to remove any friction from your learning journey as quickly as possible.
Submitting a Ticket
To create a ticket and monitor its status, you can choose from a few options.
Message Us Directly
Email us directly with details of your issue and we will manually create a Bug or Feedback ticket for tracking purposes if it’s warranted.
Fill out Ticket Form on Support Messenger Icon
Open the Support Beacon on our main website, the WebApp, or the Help Center.
Click through the options to get to the ticket form:
Individual Learner Question > Yes I’m a current member > Enter your IMMERSE account email address
Choose Report a Bug in IMMERSE or Submit Feedback
Open the form, fill in the information requested, and submit.
Bugs & Product Issues
Bugs & Product Issues
A bug is an error or flaw in a software program that causes it to behave in an unintended or unexpected way and can occur in any part of the IMMERSE platform including the main Website, the WebApp (for individuals), or the virtual world (both for computer and VR users).
What counts as a bug in IMMERSE?
Across all IMMERSE platforms, a bug refers to an issue with an existing feature that isn’t functioning as intended. Bugs often can't be resolved through standard troubleshooting steps and typically require a fix from our development team.
Examples of Bugs
Duplicate lesson tiles appearing in the Homeroom
Avatars sinking into chairs when attempting to sit
Language Assist tool not translating words
Spawning outside the scene boundary
What’s Not a Bug?
Some issues may look like bugs but are actually related to connectivity, user-specific scenarios, or limitations outside of our control. These usually can be resolved through troubleshooting or reported for manual correction.
Examples That Aren’t Bugs
Forever loading wheel: Likely a connectivity issue—try leaving and re-entering
Missed class email despite attending: Attendance is manually marked; this may be human error and is easily fixable
Mispronunciations in TTS (text-to-speech): A known limitation of the API we use—not something we can correct
GeForceNOW regional restrictions: These are determined by third-party partners—learn more here
Feedback & Requests
Feedback & Requests
Feedback and requests refers to suggestions or ideas for improving the platform and our offerings—not bugs or malfunctions. When submitting your input to our team, there are three categories to choose from. The details for each are outlined below so you know which to select when filling out your ticket submission.
1. General Feedback
For broad comments or thoughts you might want to share about your overall experience with IMMERSE. This can include compliments, frustrations, or neutral observations that aren’t tied to a specific bug or request for change.
Examples:
“I love the new update! The Homeroom layout feels much more intuitive.”
“The new Meta Avatar’s movements are distracting when I’m trying to talk to them. It’s unnatural.”
2. Improvement Request
For when you think of an existing feature that could be enhanced, refined, or adjusted to better meet your needs or expectations. This feedback focuses on evolving or optimizing what already exists in IMMERSE, rather than adding something brand new.
Examples:
“Can you make it easier to navigate between Community scenes?”
“I want to be able to interact with more scene elements like the washing machine or closet.”
3. New Feature Suggestion
For when you want to propose something that doesn’t currently exist in IMMERSE or isn’t offered at all. These suggestions might stem from your own unmet learning needs, personal preferences, or comparisons to other tools or platforms.
Examples:
“Can you add a journaling space to the review tab where we can reflect on what we’ve learned after each class?”
“I would love to see a construction scene with heavy machinery and more tools/building materials in the future.”
Tracking Ticket Progress
Where to View Submitted Tickets
You can view updates to your ticket either by:
Clicking the "Messages" icon in the Messenger Beacon on the same browser and device used for submission.
Checking the email address you provided before submitting, as updates will be sent directly there.
ℹ️ Status Update Notifications
Each time your ticket status is updated, you’ll be notified in the Messenger Beacon and in email with bold icons, status labels, and automatic messaging explaining the new status of your ticket.
Sending a Message About Your Ticket
Sending a Message About Your Ticket
Need to ask a question about your ticket, send more information, or respond to a message from Support staff? Reply directly in your email, or follow the steps below to reply from the help beacon.
Open the Messenger Beacon
Click into your Messages
Choose the message or ticket you need to send a response or question to
Scroll to the bottom
Click into the Message box or Continue the Conversation
Type your message
Ticket Statuses and What They Mean
Ticket Statuses and What They Mean
📤 Submitted for Review – We’ve received your ticket and will review it soon.
🔍 Being Reviewed – A Support Agent is actively investigating your issue
⏸️ On Hold – More time is needed for internal testing or cross-team coordination to replicate and understand the bug/issue
🛠️ Being Worked On – The appropriate Team is actively building or fixing the issue
⌚ Waiting on Your Response – We need additional info from you before continuing
⌚ Waiting - Internal Staff Input Required – Awaiting feedback from other IMMERSE departments
⌚ Waiting on External Partner Assistance – Coordination with a partner (e.g., Meta, Stripe) is in progress
☺️Thank you! - Shared With Relevant Team – We’ve shared your input with the relevant stakeholders for consideration
⏳ Resolved (but Awaiting Deployment) – A solution is ready in Beta and will go live in the next update.
✅ Resolved (Deployed) – The solution is live in Production. Your issue is officially fixed.
🎉 Implemented with Update – Your improvement or new feature request made it into this update!
🚫🛠️ Not Actionable - This bug/issue is no longer relevant due to recent platform updates or was unreproducible on our end with no other reports.
🚫🛣️ Not on the Roadmap - We will not be implementing your improvement or new feature request at this time, but appreciate the feedback!
How Tickets are Prioritized
Bugs & Product Issues
Bugs & Product Issues
Priority levels are assigned based on the severity of the issue and the impact it has on our customers. The higher the priority level, the faster the ticket will be resolved.
🚨 P5 - Critical - Widespread Operations Halted
Urgent issues causing (1) complete service unavailability, (2) security breaches or (3) widespread (impacting > 10 users) - rendering the core system functionality or service unusable.
⚠️ P4 - High - Widespread Operations Affected
Significant issues with a "widespread" effect on core system functionality (but workaround can be present).
🔍 P3 - Medium - Non-Critical Issues
Noticeable issues that impact (some or all) user experience but do not halt operations.
💬 P2 - Low - Small or Isolated Issues
Minor inconvenience, does not significantly impact productivity for guides or users
💤 P1 - Trivial - Minimal Impact Issues
Negligible issue that has minimal impact on user experience or productivity
Note: Critical tickets are addressed immediately, while lower-priority tickets are bundled and resolved during scheduled design sprint releases (every 4 -6 weeks). Timelines may vary if resolution depends on third-party partners.
Feedback & Requests
Feedback & Requests
We prioritize feedback and requests based on several key factors:
Alignment with our educational mission and business strategy
Feasibility within our platform’s technical infrastructure
Impact on the broader community of learners and instructors
Our internal team's expertise and available resources
Once submitted, your feedback is reviewed by our support and product teams. We then share the most relevant items with the appropriate departments for deeper consideration. From there, all teams work together collaboratively to make the final decision on whether something can—and should—be added to the platform.
If we determine that we won’t be moving forward with your suggestion or request, we’ll do our best to notify you with the reasoning behind that decision. Even if something can’t be implemented right now, it still helps us understand what matters most to our users.
Frequently Asked Questions
Should I use the bug report or feedback form if I have an account or billing issue?
Should I use the bug report or feedback form if I have an account or billing issue?
No thank you. Please email our support team directly with the details of the issue you are experiencing. Most issues are quickly resolved! If the problem is determined to affect multiple accounts, we will create a bug ticket that you can use to track the resolution.
❓If you're unsure what kind of ticket to submit or are missing information, email us at [email protected].