Right now, Online Giving is the only option available in Case Central for SKY Developer Cohort (https://host.nxt.blackbaud.com/support-case-central/?svcid=support&leid=p-gVqr_yOSkUqsEKtm-ZpJnA). That means all tickets have to be opened as if they pertain to Online Giving.

This has been causing confusion and routing issues for support agents. Even if it's explained in the initial messages that the ticket is for a different product, not Online Giving, there’s still back and forth with new tickets.

Here are examples from my last two tickets. The support agents are doing great; they're willing to help, and try to route to the right product quickly, but it takes up time and is confusing.

• Case 021074237
  
  Me: [Message about the error I’m getting. I tell them it’s for the school API]
  
  Agent: Kindly refer to the https://developer.blackbaud.com/skyapi/products and confirm the endpoint to which you are calling belongs to your solution.
  
  Me: The only option here in Case Central for SKY Developer Cohort is "Online Giving."
  
  Agent: I need the screenshot where in only "Online Giving" is available as an option on your end.
  
  Me: [Explaining that I can’t do that without ending the chat and opening a new ticket]
  
  

• Case 020758014
  
  Me: The error is for the school OneRoster API. I couldn't select that in the support chat. My only option was Online Giving.
  
  Agent: And you are using RENXT now, correct?
  
  Me: No, Education Management
  
  Me: That wasn't in the dropdown when I opened this ticket. My only option was "Online Giving."