DocuSign – ​​​​eSignature Solution

When to Submit a Ticket with GVSU IT Services

GVSU Staff and Faculty use DocuSign when they need to include an electronic signature (eSignature) with their documents for others to sign. 

NEW USER: If you are a new user, go to the How to Access and Use section below to learn more about how to log in.

Click on Submit a Ticket on this page if you need assistance with the following:

•  Permissions
  • You need to change your production access from "Viewer" to "Sender"
  • You need access to the demo account
• Import Template – ​​​​When you need a template uploaded to production
• User Group
  • You need to be added to an existing user group
  • You need a new user group created
• Signing Group
  • You need to be added to an existing signing group
  • You need a new signing group created
• Logo
  • Request a department logo. Logos will be reviewed and approved by Institutional Marketing.

When to Open a Support Case with DocuSign

DocuSign Center Support Hours: 24 hours a day, 7 days a week 
Go to DocuSign Support Center if you need assistance with the following:

• An issue with the page not displaying
• Email notification issue
• Sending issues – ​​​​resending or correcting an envelope
• Recipient authentication failure
• An issue with your template in production
• Other issues 

Instructions to Open a Support Case with DocuSign

To ensure that the DocuSign Support team handles your request in the most efficient manner, please include all relevant information.

• Go to support.docusign.com and click on Get Support in the top menu. 
• Click on Open a Support Case
• Under eSignature click on the Continue button and provide your GVSU email.
  • DocuSign Support by phone, email, or online
  • Phone Request Callback – a Support Expert will call you back
• Include Relevant Information:
  • Description of the issue with reproduction steps 
  • Issue start date and time 
  • Affected user's email address(s) 
  • Envelope ID(s)
  • A screenshot or a screen recording that displays the issue 
• Additional Best Practices when contacting DocuSign support 

Instructions for Self-Service Support

• support.docusign.com – For self-service support use the search feature or click on the eSignature button and search for documentation, articles, discussions, and videos managed by DocuSign.
• DocuSign Community – Questions and answers from customers
• DocuSign Signing FAQs

Eligibility

This application is available to all Faculty and Staff when you need to include an electronic signature (eSignature) with your documents for others to sign.

How to Access and Use

There are two GVSU DocuSign accounts/environments. To log in, use your GVSU email and password.

Production – ​​​​https://account.docusign.com/  

• This is the live environment where you can view, send, or manage e-signature documents.
• Viewer Access Level: When you log in for the first time you will automatically be provided with Viewer access permissions to view all documents sent to you.
• Sender Access Level: If you need the ability to manage and send documents or use templates, click on Submit a Ticket on this page to request your access be changed to Sender.

Demo – ​​​​https://account-d.docusign.com/

• If you need access to the demo account, click on Submit a Ticket on this page to request access to the demo environment. 
• This is a testing environment that allows you to practice without worry. You can create templates and test workflows before moving them to production to use live.
• In the demo environment, you will have Admin access level to be able to practice and test what you are learning in the training videos.

Training and Additional Resources

Check out the following GVSU Service Portal knowledge base articles that include training videos on how to use DocuSign and additional support resources.

• DocuSign Training Materials – For training videos, materials, and information on the "Train the Trainer Model"
• DocuSign Support Resources – Check out this article for support resources from GVSU and DocuSign