Staff Support Ticket Portal
For email, hardware, printer, wifi, and software issues (IT tickets), simply email your request for assistance to HelpDesk@BestBuddies.org. For other departmental assistance, see below for specific requests that can be submitted. Please throughly read the instructions on each ticket before submitting a request. Thank you.
AI Tools
Note: This ticket must be completed by a Vice President or SOPD Senior Director of the user’s department/region requesting access to the AI tools available below.
Our organization’s Data Privacy Policy, found within the Employee Handbook, explicitly prohibits the sharing of Best Buddies data or intellectual property with third parties including public AI platforms such as ChatGPT, Grok, Claude, Gemini, and others. This policy is in place to safeguard our organization’s data and intellectual property.
As such, in regard to the use of AI tools, we recommend the exclusive use of our Best Buddies Microsoft 365 Copilot and ChatGPT Team business accounts. These new business accounts have been set up to ensure that data and chat interactions are private, and data is not used for training public AL models. As we evaluate the long-term usability of these AI platforms, we will currently allow you to pick which platform you would prefer to use depending on your preferences and use cases.
AI Business Account Overviews
Microsoft 365 Copilot and ChatGPT Team are both AI assistants, but they differ in their focus and integration capabilities. Microsoft 365 Copilot is primarily designed to enhance productivity within the Microsoft 365 ecosystem and is accessible from within all Microsoft 365 apps, while ChatGPT Team offers more general-purpose AI assistant and is not tied to a specific platform.
Costs
ChatGPT Team Account: $288 annually
Microsoft 365 Copilot: $360 annually
To gain access to one or more of these AI business accounts, please have a Vice President or SOPD Senior Director of your department/region complete the following ticket covering the cost for a one-year license. Licenses will automatically renew annually so budget accordingly. If employee leaves, the license will be re-assigned to someone else on team per supervisor’s request.
AI Usage for Graphics/Design: The BB Haring logo should never be uploaded or used in AI to create graphics, icons, or designs (AI tools often distort or reinterpret the logo in ways that go against branding guidelines). AI may be used for inspiration only — all official graphics must go through a design request to ensure brand accuracy and compliance.
Ambassadors
BEST BUDDIES AMBASSADOR REQUEST
When submitting a support request for a speaker or performer please do so as early as possible. Keep in mind that the speaker or performer will need to develop and rehearse a speech or performance, and travel logistics will need to arranged. Once the speaker or performer is identified, ashley simmens will do the original outreach and connect them with the bb point of contact. Ashley will provide support with booking travel, planning the logistics and editing the speech. Once the event is complete, the bb point of contact will enter the event into the ambassador special events tracking system.
Data Operations
WELCOME TO THE RAISER’S EDGE TICKET PAGE!
PLEASE NOTE: There is a current delay in ticket completion due to staff changes.
For urgent data needs, please email helpmewithre@bestbuddies.org.
Please allow 4-7 business days for requests to be completed. For immediate troubleshooting assistance, email helpmewithre@bestbuddies.org. Requests missing appropriate & completed attachments will not be completed.
Other services available to you are below – Fill out excel sheets with the required info and attach them to your ticket:
For merges/duplicates, please email helpmewithre@bestbuddies.org. We will approve the merge and process.
Use this ticket to have your report reviewed and validated by a Best Buddies Data Expert.
Use this ticket to request access to one or more systems or BB technology. Please be sure to read requirements and access type descriptions carefully, as approval and creation of access will vary depending on requirements met, access rules and how accurately you complete the ticket. You can complete this ticket for yourself or for an employee that you supervise.
To expedite the access process, log into ADP and acknowledge the Best Buddies Data Security and Privacy Policy.
- Click here to learn about requirements for each system/tech.
Email & Text Messages
E-mail Campaign Requests
Use the form below for submitting mass email communications for state events (non-friendship walk or Champion events), newsletters, appeals, merchandise sales, holiday campaigns, call-to-action, etc.
For Friendship Walk and Champion of the Year email request, please use the following ticket: FW and COY email requests.
- Final/approved copy must be received at least 5 business days in advance of the requested send date. Please plan your communication strategy accordingly and only submit a ticket when all your content is available to complete your request. Tickets submitted after 1pm EST will not count as the first business day.
- If you submit an unfinished ticket, your send date will be pushed back to 5-days after final/approved copy is submitted.
- No emails will be scheduled to send on the same day as a ticket is submitted.
- As a best practice, event recruitment emails should include a location-targeting parameter when submitting your query request. For example, “all state records within XX miles of zip code XXXXX.” This helps to ensure you aren’t spamming contact records highly unlikely to attend said event.
- If providing an email list for importing, it’s the provider’s responsibility to ensure the accuracy of data within the list and that the provider has required stewardship of the records requested to be imported. The format for a list should be an .csv file with separate First Name, Last Name, and Email columns. Do not submit multiple email list files – all records must be provided for importing in 1-single import file.
- We do not promote “restaurant or giveback shopping fundraisers” via email to Best Buddies supporters without a significant upfront cash sponsorship. For more details, please contact Lise Lozelle.
- State emails that include a direct solicitation for donations will automatically have their queries adjusted to remove records that are duly stewarded by HQ (BBI Riders, BBI Gala attendees, etc).
Word Document Templates:
Newsletter Word Doc Template: Download file (All “Newsletters” must follow this format.)
Campaign or Event Word Doc Template: Download file
Image Instructions: Please attach all images used in your Word templates separately. Word compresses images when they are placed inside of a document. When we attempt to save embedded images, the result is often blurry and/or distorted. If images are not attached separately, your email build out is likely to be delayed.
Additonal Note: Changes or additions made to a ticket in process will affect the due date. Please note that project completion times vary, and the larger the project is, the longer it may take to complete. If the requested delivery date cannot be met, the assigned team member will contact the user directly with the earliest date it can be completed.
Email Header Images:
If you are not supplying your own email header image when submitting a ticket, you may select from one of the following premade images: View Header Images
Upcoming Communication Blackout Dates (AKA, the National Communications Calendar – the following emails will be sent to every record in Summa. No other emails can be scheduled on the same day as the following communications:
- Friday, Feb. 28 – Best Buddies Month
- Tuesday, April 1 – Autism Awareness Month
- Sunday, May 11 – Mother’s Day
- Sunday, June 15 – Father’s Day
- Wednesday, July 16 – Best Buddies Leadership Conference Informational Email
- Wednesday, August 20 – Back to School
- Thursday, Oct. 9 – National Disability Employment Awareness Month (NDEAM)
- Wednesday, Nov. 26 – Thanksgiving
- Monday, Dec. 1 – Cyber Monday
- Tuesday, Dec. 2 – Giving Tuesday Campaign Announcement (AM/PM) (1 of 6 emails)
- Tuesday, Dec. 9 – BBI Holiday Appeal (2 of 6 emails)
- Tuesday, Dec. 16 – BBI Holiday Appeal (3 of 6 emails)
- Tuesday, Dec. 23 – BBI Holiday Appeal (4 of 6 emails)
- Tuesday, Dec. 30 – BBI Holiday Appeal HARD ASK (5 of 6 emails)
- Wednesday, Dec. 31 – BBI Holiday Appeal HARD ASK (6 of 6 emails)
- Monday, Jan. 5, 2026 – THANK YOU EMAIL
In addition to the above blackout days, please refer to the Mission Memo Communication Calendar for additional nationwide emails (All Nationwide/Full database emails must be approved by Nicole Maddox). This calendar includes national emails to program participants, donors, Friendship Walk promotions, and others. Unlike our blackout schedule, states may send additional regional communications on the same day as national emails are scheduled although we highly recommend not doing so if it can be avoided.
QUALITY STANDARDS NOTICE:
When submitting email content, imagine your email’s only receiver is our CEO, Anthony Shriver. Ask yourself, is the content you are submitting of the quality standard you believe Anthony expects when promoting our brand? Best Buddies strives to present itself as a 5-star brand and content that is submitted to be sent to our database records should reflect those standards.
Friendship Walk and/or Champion of the Year E-mail Campaign Requests
Use the form below for submitting mass email communications for Friendship Walk or Champion events.
- Final/approved copy must be received at least 5 business days in advance of the requested send date. Please plan your communication strategy accordingly and only submit a ticket when all your content is available to complete your request.
- If you submit an unfinished ticket, your send date will be pushed back to 5-days after final/approved copy is submitted.
- No emails will be scheduled to send on the same day as a ticket is submitted.
- State emails that include a direct solicitation for donations will automatically have their queries adjusted to remove records that are duly stewarded by HQ (BBI Riders, BBI Gala attendees, BBI National Donors, BBI National Prospects, etc).
Upcoming Communication Blackout Dates (AKA, the National Communications Calendar – the following emails will be sent to every record in Bene. No other emails can be scheduled on the same day as the following communications:
- Friday, Feb. 28 – Best Buddies Month
- Tuesday, April 1 – Autism Awareness Month
- Sunday, May 11 – Mother’s Day
- Sunday, June 15 – Father’s Day
- Wednesday, July 16 – Best Buddies Leadership Conference Informational Email
- Wednesday, August 20 – Back to School
- Wednesday, Oct. 1 – National Disability Employment Awareness Month (NDEAM)
- Wednesday, Nov. 26 – Thanksgiving
- Monday, Dec. 1 – Cyber Monday
- Tuesday, Dec. 2 – Giving Tuesday Campaign Announcement (AM/PM) (1 of 5 emails)
- Tuesday, Dec. 9 – BBI Holiday Appeal (2 of 5 emails)
- Tuesday, Dec. 16 – BBI Holiday Appeal (3 of 5 emails)
- Tuesday, Dec. 23 – BBI Holiday Appeal (4 of 5 emails)
- Tuesday, Dec. 30 – BBI Holiday Appeal HARD ASK (5 of 5 emails)
- Wednesday, Dec. 31 – BBI Holiday Appeal HARD ASK (6 of 6 emails)
- Monday, Jan. 5, 2026 – THANK YOU EMAIL
In addition to the above blackout days, please refer to the Mission Memo Communication Calendar for additional nationwide emails. This calendar includes national emails to program participants, donors, Friendship Walk promotions, and others. Unlike our blackout schedule, states may send additional regional communications on the same day as national emails are scheduled although we highly recommend not doing so if it can be avoided.
Please use the form below to request text messages be sent.
Note: 5 business day lead time required.
Finance
Add a new vendor in FE NXT. Vendor will be set up within 1-2 business days.
Step 1) Download and complete ACH Setup and Blank WP forms:
Download ACH Setup Form
Download Blank W9 Form
International vendor?
Download Blank W8 FormStep 2) Submit a ticket and attach completed forms:
ACCOUNTS RECEIVABLE RECLASSES
Depending on the size of the reclass, this process may take up to 7 days.
Click here for a Reclass Ticket Template.
To learn how to submit this reclass request, watch this video:
https://bestbuddiesinternational.sharepoint.com/:v:/g/SpecialEvents/RaisersEdge/EZJmGWqiuxdDtrAkWSq4JMIB9uOFFedfAZJRthZSeUl56w?e=ixUz2K
Accounts Payable Reclasses
Click here for an Expense Reclass Template.
Use the form below to submit a request to access Ramp, FE Web Invoice, Virtual Credit Card, or Wells Fargo Mobile Deposit. If you are requesting ATM Deposit Card, Please provide a mailing address on the ticket.
Foundation Grants
Please utilize the forms below to submit requests for grant application updates.
Please allow 3-5 business days for requests to be completed. New grant application requests cannot be guaranteed if a deadline is within less than two weeks.
For immediate assistance, please contact your Grant Manager or email Foundations@bestbuddies.org.
Government Relations
At times, we want to engage government officials and staff more deeply in our mission. Sometimes, it is not in our best interest to do this, and the Government Relations team is here to advise you on this.
The Government Relations team manages all of this for you- invitations to events, boards/committees, Champions Galas, forming teams, issuing proclamations, and anything relating to government.
Please submit your request at least six weeks prior to the event, and a member of the Government Relations team will contact you.
Graphic Design
PLEASE READ/ACKNOWLEDGE BEFORE SUBMITTING A REQUEST:
- Submission Process: All Graphic Design requests must be submitted using the form below. Review all fields before starting, as forms do not save.
- Ticket Management: Incomplete tickets will be closed immediately. Unresponsive tickets will be closed after the third follow-up. Please note: You will receive notifications via email, but you can also track tickets in the portal [HERE]. Please ensure you check the status of your ticket regularly after submission.
- Request Time & Due Date: A minimum of 10 business days is required per request, with larger projects (event collateral/materials, multi-page decks/docs) taking 2.5-3 weeks. Submit only finalized, approved content (copy and images). New content received after submission will delay the due date by 1 week.
- Due Date Adjustments: If your requested due date is less than 10 business days, the team will provide the earliest possible completion date.
- Event Season: Expect delays during major event seasons (e.g., BBLC, BBFW, BB COY).
- AI Usage: The BB Haring logo should never be uploaded or used in AI to create graphics, icons, or designs (AI tools often distort or reinterpret the logo in ways that go against branding guidelines). AI may be used for inspiration only — all official graphics must go through a design request to ensure brand accuracy and compliance.
- Canva Usage: Canva is intended to be used by the Design Team (and select trained staff for internal communications) to create branded templates that allow staff to easily edit or update content as needed. Staff should not use Canva to design new or front-facing promotional materials, as this can violate branding guidelines. All official designs must go through the Design Team to ensure proper logo use, color accuracy, and overall brand consistency.
- Outsourced/DIY Designs: MUST BE APPROVED by the Graphic Design team to ensure proper logo usage and brand consistency. If changes or additional assets are requested during approval, it is your responsibility to make the necessary adjustments and resubmit them for approval. We can only edit files we originally created.
- Copyright Notice: All images are protected by copyright and can only be used as outlined in your request. Include photo credits with the image.
- Large-Scale Projects: Must be approved by Cary Ombres/Stephanie Moore before submission (e.g., new PSA).
- Standardized Events: BBFW, BB COY, BBLC, BBSLC, TRM, BB Month, STW, BB Challenges, BB Breakaway Camps, and BB MIA Gala have standardized templates and cannot be outsourced. Submit a ticket to tailor these to your region/state needs.
- State Event Media Materials: Must be created using the list below. If materials are outsourced, the Graphic Design team cannot assist in their creation (please ask for layout guide/instructions) but must approve them before use.
List of Media Materials:
Required State Website Materials (Event logo required)
- Event e-mail Banner – 1360×680 px (horizontal)
Required Social Media Materials (BB Haring and event logo required)
- FB Event Cover – 1920×1005 px (horizontal 1.91:1 aspect ratio)
- Image Share – 1080×1350 px (vertical 4:5 aspect ratio, can be used on IG, FB, X, e-mail, etc.)
- LinkedIn Banner (Personal Profile) – 1584 x 396 px (horizontal) or LinkedIn Banner (Company PG) – 1128×191 px (horizontal)
Optional MISC Materials (BB Haring and event logo required)
- Instagram Reel/Story, TikTok Video/Story, YouTube Shorts– 1080×1920 px (vertical 9:16 aspect ratio)
- FB Page Cover – 820×360 px (horizontal)
- Standard Display/Widescreen Video – 1920×1080 px (horizontal 9:16 aspect ratio)
Any Questions? Feel free to reach out! We’re happy to assist you.
The Graphic Design team.
HR
- Laptop Request Processing:
IT department handles all laptop orders.
- Order Submission Requirement:
All laptop orders must include a Laptop PI Request Form within the ticket, the link to this can be found below.
- Processing and Approval Timeframe:
Please allow 1-2 weeks for the processing and approvals to be finalized.
- Tracking Number Notification:
Upon Shipment, a tracking number will be sent to your Best Buddies email.
JOB POST REQUEST FORM
Job Postings are processed every Tuesday and Friday. Please submit your request(s) by 12 pm ET. to ensure your request(s) are processed on those days. Today’s tight job market requires very active involvement from the hiring manager. Once a request is made, HR will do the following steps:
- Create a requisition in the applicant tracking system (ATS) of ADP
- Create a text listing on the Career Opportunity page of the BBI website
- Post on a paid job board (Career Builder) if requested on the job posting ticket. These are renewable 30-day listings (cost will be charged to office).
For more information on job postings, please review the HR Guide for Managers located in ADP under Resources > Manager Tools.
ATS:
The ADP applicant tracking system is a direct application to ADP. While this is easier for hiring managers, it could be an obstacle for some applicants because it requires setting up a log in. Hiring managers will get applicant notifications and must log in to ADP (My Team / Talent / Recruitment) to see applicants. Hiring managers should use this link to list their postings on all local job sites and networks, as this is the best way to find qualified talent. This includes state and personal social media (Facebook, Twitter), LinkedIn and local colleges, nonprofit boards, AFP
BBI Career Page:
We will link this text to the job description in the ATS with the assumption that applicants know who we are since they are on our site.
Job Board:
Best Buddies buys a package of postings. Once posted, it will be charged to your office ($80-$90). All postings are for 30 days and will only be re-posted with a follow-up on your ticket. Vendors suggest that applicants email hiring managers directly to reduce applicant obstacles. We will opt for this method in Career Builder to increase applications to your post. If you want your listing to go only to the ATS, please let us know.
Removing Listing:
When you have enough candidates or want to remove your post on the career Opportunities page, please let Taylor Negrin and Belinda Hernandez know to close your ticket.
Manager Follow-up:
Within a week or two of your job post, the hiring manager should assess if they are getting the quantity and quality of applicants they require. If you are not getting the quantity you are looking for, first, reach out to Taylor Negrin and Belinda Hernandez to ensure there is nothing wrong with the setup of your job posting. If HR confirms that your job posting is setup correctly, you will need to speak with your leadership on other job board avenues that may be available. Additional details of this are noted on the HR Process Guide for Managers located in ADP under Resources > Manager Tools.
For complete instructions on job postings and sourcing candidates, please review the HR Process Guide for Managers in ADP under Resources > Manager Tools.
Merchandise
For FW merch orders, please contact MaddySchnider@bestbuddies.org.
Websites
Use this ticket for COY, Galas, or any other non-walk revenue-generating events that require a Summa registration and/or donation form to be built.
PLEASE READ BEFORE SUBMITTING REQUEST:
Make sure you have completed the following before submitting your request:
GL Sting/ Development Layers
For coding registration or donations, a GL String is the same as a development code you select in DTFs (the gl string is simply the codes combined together in an ordered string). If you do not know your GL string, please use the following form to build out your GL string for account development layers. Download and complete the document and attach it to your ticket for Andrew Loughridge to approve.
NOTE: For ticket sales, we now require you to submit the tax-deductible amount for each ticket type.
Used this ticket to create an event for your state website that does not require a Summa registration or donation form. IE, smaller non-revenue generating events like movie nights, citizen events, trainings, virtual events, and other events where RSVPs are collected via email, Microsoft forms, or another method.
Required Information:
- Event Name
- Excerpt (12 words maximum)
- Date
- Time and/or Schedule of Events
- Location (Full address)
- Cost
- Event image (1200 x 630 px) if available
- 70+ word event description (Don’t be lazy here. A well-attended event starts with a good description. Get creative! Market your event to excite and entice attendance. Specify who should attend, give reasons why they should attend, and provide other important and/or attractive event details along with contact information.)
- RSVP or Registration method (Rsvp email, Microsoft form, or other 3rd party Registration form)
Use this ticket to submit a national or state website news article.
States may submit up to three articles per month.
These articles are intended to highlight our very best stories in a manner that expresses the importance of our mission and the impact our programs are having on people’s lives. Please ensure submissions are well-written, at least 300+ words, engaging, and of general high-quality standards. Note, the maximum number of photos that will be uploaded into an article is eight. Below you’ll find three examples of high-quality state news articles along with some general content ideas. We hope these examples provide better guidance on quality standards and content ideas.
Content Ideas:
- Buddy or chapter profiles
- Program expansion updates
- Post-event summaries (FW or COY)
- Sponsor or partnership announcements ($15k minimum sponsorship required for a homepage news article feature & such articles will be automatically deleted after 1-year unless the partnership agreement is a multi-year deal – please specify the length of partnership when submitting ticket – See additional guidelines).
- Excerpts from 3rd party news articles with a link to the full article
- Profiles of high-level donors or other supporters
- Staff openings
Examples:
Note: In an effort to stay within our website’s data size limits and keep our content current and relevant, all state news items will expire three years from the post date.
Use this ticket to request updates to live events. Common requests include:
- Text updates (event details, etc)
- Sponsor logos
- Image updates
- Price Changes
- Turning off registration
Time frames: Sponsor logos and other basic text updates are usually completed within 48 business hours depending on the number of requests in our queue. Substantial edits to your site can take longer than 48 business hours. Error reports are troubleshot as soon as possible. Any reported issues involving donations or registration problems are given top priority.
Sponsor logos: Our event websites have three containers for holding sponsor logos: Title, Presenting, and Additional Sponsors. As a benefit to their giving level, Title and Presenting logos get special recognition and their logos appear larger on event homepages. All other sponsor logos, regardless of event-specific tiers, logos are lumped into the Additional Sponsors container.
Error reports: When reporting errors, please provide as much information as possible. If an event participant reports an error, please let us know if you are able to replicate their error. If you are unable to replicate the issue and/or no other participants are reporting the specific error, the problem might be related to the users’ specific device (PC, Mac or brand of phone) and/or selected web browser. Knowing the user’s device and browser used in these cases will help us troubleshoot issues significantly faster. For a list of the most common website errors along with the causes and resolutions, click here.
Please use this ticket for submitting the following requests:
- Advisory Board Updates
- Office Directory Updates
- Reporting broken links or other site issues
- Miscellaneous content updates