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Installed as an LMS code module, Helpdesk helps avoid potentially chaotic personal emailing, and helps institutionalise student communications across many courses.

CAPDM Ltd. 2016

HELPDESK

Helpdesk is a ticket-based support function for managing student queries and recording their resolution from within the learning environment.


HELPDESK Students can submit a Helpdesk request (ticket) at any time using the online form available for the site. CAPDM Ltd. 2016


Categories can include payments, complaints, deferrals etc. as well as specific course tutors. Notifications of new messages as well as replies to the originator are all automatically copied via email as well, using the email address stored in the learning environment. CAPDM Ltd. 2016

HELPDESK

Choose from a category dropdown where to direct the message.


Individual ticket numbers can be entered and retrieved onscreen.

CAPDM Ltd. 2016

HELPDESK

Tutors see a count of outstanding Helpdesk messages and can reply to students immediately.


HELPDESK

Each ticket summarises all responses to date. Tutors can either reply to a message or close it.

CAPDM Ltd. 2016


CAPDM Ltd. 2016

HELPDESK

The Helpdesk message layout can be customised to fit into any learning environment theme.


The Helpdesk’s ticket-based tracking method is particularly useful for online or distance learning programmes where larger numbers of students are studying at their own pace. Students understand that a ticked-based support request is not a personal communication with an individual, and are better prepared to wait for a response if necessary. Tutors can build up stock replies to make replying efficient, but all correspondence is formally tracked within the system and kept for future reference. Tutors can take holidays or time off knowing all current student communications are available to stand-in support staff, and are being recorded and handled properly. In short: 1. Better quality student support experiences. 2. Traceability of all student queries and responses. 3. Improved efficiency in targeting help messages at specific support functions or roles. CAPDM Ltd. 2016

HELPDESK

Benefits


• Institutional email account. • List of help categories and forwarding email addresses for each one.

CAPDM Ltd. 2016

HELPDESK

Requirements

Profile for CAPDM Ltd.

Helpdesk MOODLE MODULE  

Helpdesk is a ticket-based support function for managing student queries and recording their resolution from within the learning environment...

Helpdesk MOODLE MODULE  

Helpdesk is a ticket-based support function for managing student queries and recording their resolution from within the learning environment...

Profile for 203158
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