How to Get Support from COLTT

Summary

This article provides an overview of how to get support from COLTT, the services we offer, and the types of support available to UTRGV faculty, staff, and students. Whether you need help with instructional tools, course design, or submitting a service request, you'll find all the key information here.

Body

About COLTT

The Center for Online Learning and Teaching Technology (COLTT) supports UTRGV faculty, staff, and students by promoting effective use of technology in teaching and learning. We provide services, resources, and guidance for both online and traditional courses, with a focus on best practices and innovation in educational technology.

We support a variety of instructional tools, including:

• Blackboard
• Brightspace
• Respondus LockDown Browser and Monitor
• Panopto
• ReadSpeaker
• Zoom (integrated with Blackboard or Brightspace)

Get Support... "Ask COLTT!"

The Ask COLTT support portal is where UTRGV faculty, staff, and students can get help with the instructional tools supported by COLTT. additionally support is available in multiple ways:

Submit a ticket through the Ask COLTT portal

Before submitting a case, please explore our COLTT Knowledgebase for more information and documentation. You can use the search field at the top-right or ask the chatbot at the lower-right for assistance.

To submit a General Support case, please follow these instructions:

1. Access the Ask COLTT ticketing system: Go to http://utrgv.edu/coltthelp
2. Click on the Create Case button under General Support.
3. Fill in all required and optional fields with relevant details about your issue. Attach screenshots if possible to help us understand the problem better.
4. Click on the Submit button.
5.After submitting your case, please wait for our COLTT Help Desk team to contact you.

Call us for assistance

Contact the COLTT Help Desk at 956-665-5327 or 956-882-6792 for 24/7 support.

Option 1: General IT Support

•Connects you to the UTRGV department that handles password resets, email access, Office 365, and general IT support.

Option 2: COLTT Representative

During Office hours (Monday through Friday, 8 a.m. to 5 p.m.)

• Speak to a COLTT representative
• Blackboard support delivered by COLTT (only during office hours)
• Brightspace support delivered by COLTT (only during office hours)
• Submitting or following up on a service request
• Instructional design support
• COLTT training schedules, information, or questions

After hours & weekends: Your call will be directed to Blackboard support. If additional assistance is needed, they will escalate the case to COLTT, and we will follow up during our regular office hours.

Option 3: Brightspace Support

This option will always connect you to a Brightspace support specialist 24/7. If additional assistance is needed, Brightspace Support will escalate the issue to COLTT, and we will follow up during office hours.

• Guide you through using Brightspace tools
• Help you build assignments, quizzes, and discussions
• Assist with setting up your gradebook
• Securely remote in to walk you through steps in real time

In-person support

COLTT offers on-campus support for faculty, staff, and students needing help with Brightspace, Blackboard, instructional tools, or course design. Visit us during office hours at either campus location:

Brownsville
Casa Bella (BCASA) 613
956-882-6792

Edinburg
Marialice Shary Shivers (EMASS) 3.142
956-665-5327

Office Hours
Monday – Friday
8:00 AM – 5:00 PM

Important Links:

Details

Article ID: 163962

Created

Thu 5/1/25 3:21 PM

Modified

Tue 5/13/25 2:23 PM