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What's changing with Blackboard Support (for system administrators)
Starting October 29, 2026, you sign in at the Blackboard Support Hub, which takes you to the new Blackboard support portal at support.blackboard.com. Your first stop there is the Blackboard Support Bot, an AI assistant that can answer many questions right away. When an issue needs investigation by our team, Support Bot creates a ticket and a Blackboard Support person takes it from there.
What is changing?
New place to get help. Go to supporthub.blackboard.com and sign in. This takes you to the new support portal at support.blackboard.com.
Support Bot is your starting point. You no longer fill in a form to open a ticket. Instead, you describe your issue to Support Bot.
Tickets are created for you. If Support Bot cannot resolve your issue, and it is an issue for Blackboard to investigate, Support Bot creates a ticket. You do not need to choose a severity. We set the priority based on what you tell us.
One person owns your ticket. A named Blackboard Support person owns your ticket from start to finish and brings in specialists when needed.
What happens to my existing tickets?
All of your open tickets move to the new support portal.
Tickets resolved in the last 6 months also move to the new support portal.
Tickets linked to an open defect also move to the new support portal. The link to the defect is restored, so your ticket is updated when the defect is resolved, just as it was before.
Older ticket history stays in the previous portal, support.anthology.com. You can sign in there to view and export it until December 31, 2026. After that date, it is no longer available.
To keep older ticket history, export it from support.anthology.com before December 31, 2026:
Sign in to support.anthology.com.
Go to Support Cases.
Set your filters to choose the tickets you want.
Select Excel or PDF, depending on the format you want.
Each export includes up to 5,000 tickets. It includes high-level details, such as the title and description, but not the conversation on each ticket. Use it as an inventory of your past tickets, not a full history.
What should I do now?
Bookmark supporthub.blackboard.com.
Export any ticket history older than 6 months that you want to keep.
Share this article with anyone at your institution who contacts Blackboard Support.
Common questions
Do I need a new account?
If you previously submitted tickets at support.anthology.com your same credentials will work in the new experience.
Can I still talk to a person?
Yes. When your issue needs investigation, Support Bot creates a ticket, and a Blackboard Support person works on it with you.
Where can I learn how to use Support Bot?
See the article How to get help from Blackboard Support (for system administrators) in this collection.
How to get help from Blackboard Support (for system administrators)
To get help, sign in at the Blackboard Support Hub. This takes you to the new support portal at support.blackboard.com, where you tell the Blackboard Support Bot what is happening. Support Bot answers what it can right away. If your issue needs investigation by Blackboard, Support Bot creates a ticket for our team.
Before you start: is there a known outage?
Check status.blackboard.com. If there is a known outage, Support Bot can tell you and let you know how you will get updates.
How do I start?
Go to supporthub.blackboard.com.
Sign in using your existing credentials. This takes you to the new support portal.
Search available KB articles or open Support Bot (lower right)
Describe your issue in your own words.
You can ask Support Bot general questions before you sign in. To get help with your institution's systems, or to have a ticket created, you need to be signed in.
What should I tell Support Bot?
The more detail you share, the faster we can help. Include:
The Blackboard product involved (for example, Blackboard LMS or Ally)
What you expected to happen, and what happened instead
When it started, and whether it is still happening
Who is affected (one user, one course, or many users)
Any error message, copied exactly
Steps you already tried
Screenshots or a short video of the problem, if needed. These help Support Bot resolve your issue or send it to the right person faster.
What happens next?
If Support Bot can answer: it gives you the answer and the source article, so you can read more.
If your issue needs investigation: Support Bot creates a ticket. You do not choose a severity; we set the severity level from the details you share.
Your ticket owner: a named Blackboard Support person owns your ticket and brings in specialists if needed. You do not need to repeat your details. Your conversation with Support Bot is attached to the ticket.
Common questions
Can I skip Support Bot and go straight to a person?
You can, but it will be slower. All of the intake questions will then happen by email, back and forth with Blackboard Support. Support Bot is the starting point for all requests because it moves your issue toward resolution faster. Telling it clearly what is happening is the fastest way to reach the right person. That said, if you ask for a person or say you want to talk to a support representative, you will be routed to one.
What if Support Bot's answer did not help?
Tell Support Bot. It will keep working with you, and create a ticket if the issue needs investigation.
How do I check on my tickets?
Use the Customer Portal in the new support portal. See the article Managing your tickets and raising a concern (for system administrators) in this collectiion.