Identify the Correct Support Group for Trailhead Issues

Trailhead-related issues encountered by Salesforce partners are generally supported by one of two teams: the Partner Community support team (also known as Partner Operations Support), and the Trailhead support team. To save time and prevent your issue from being routed to the incorrect team, you can review the scenarios below to determine the fastest path to getting your issue resolved.

What Trailhead Issues Are Supported by the Partner Community Support team?

Trailhead issues that can be resolved by the Partner Community support team are primarily related to linking and display of Trailhead badges in the Partner Community, as follows:

• Your Trailhead email won’t link: “I get an error when I try to link my Trailhead email to my Partner Community profile.” or “I do not receive the confirmation code email.”
• Your badges show on your Partner Community profile, but not on the Education tab: “My badges show correctly on my profile, but on the Education tab it says I have 0 badges or that I’m not linked at all.”
• Completed Trailhead module is not showing as completed in PLC Dashboard.

What Trailhead Issues Are Supported by the Trailhead Support team?

Loosely speaking, the Trailhead support team handles any requests that are not specifically related to linking of badges in the Partner Community (i.e. the scenarios detailed above.) Here are some examples of issues that should be raised with Trailhead support:

• The number of badges or points do not match your Trailhead profile: “I have earned 83 badges on my Trailhead profile, but on the Partner Community it says 13 badges”. 
  • The Partner Community only passes through data from Trailhead based on email address. If the badge count is incorrect, it means you either a) are linking to a different email address with different badge count, or b) have encountered an issue with your badges. In other words, the link itself is valid, but there's an issue with the data to which you've linked. In either scenario, Trailhead support will need to have a look.  

Other Trailhead Issues that should be logged with Trailhead Support:

• Trailhead login issues. 
• Trailhead Org issues: “I cannot create a developer/Trailhead playground org”, “I cannot link my org to my trailhead.”
• Trail-specific issues, or issues related to course content: “I have completed this trail but it doesn’t say completed”, “I am having technical issues completing this trail”. 
• Trailhead Email Address issues: “I don’t know my trailhead email address”, “I want to change my trailhead email address”, "I have multiple Trailhead accounts and want to combine them, tying all badges to a single email address."