The support channels

The support channels are the places where your students talk to your team. There are four: comments, questions, support tickets and the frequently asked questions page. You turn each channel on in Settings → Support and reply from the Support menu of the dashboard.

This article is about the support you give your students. It is not Cademí's support. To talk to Cademí's support about your account, use the support widget inside the dashboard.

The idea in one minute

Choose the channel with two questions: who can read the message, and does the conversation continue.

• Comments: the open conversation below the lesson. The other students of the lesson read it.
• Questions: a question about the lesson, with an official answer from your team. The answer can be public or private.
• Support (tickets): a private conversation between the student and your team, outside the lesson.
• FAQ (frequently asked questions): a page with ready answers, for every student.

The most important rule: a personal matter goes in a ticket. Payment, login and access never go in a comment, because the other students of the lesson read it.

Cademí does not answer for you. No channel has an automatic reply.

Which channel to use

Each channel works in its own way:

• A comment is a one-level conversation: the comment and the replies to it.
• A question is not a conversation. The student asks once. The team publishes one answer and can replace it later.
• A ticket is a back-and-forth. It stays open until someone closes it.

If the student needs to keep talking, use the ticket.

How to turn each channel on and off

Everything lives in Settings → Support. The page has four tabs: Comments, Questions, Support and FAQ.

1. Open Settings → Support.
2. Click the channel's tab.
3. Turn on the channel's switch: Comments on lessons, Questions on lessons, Support channel or Frequently asked questions page.
4. Fill in the settings that appear.
5. Save with the save bar.

The save bar saves the four tabs together.

When a channel is off, it disappears from the student area menu. In the dashboard, its inbox shows Comments disabled or Questions disabled and asks you to enable it in the settings. What was already written is kept.

What each tab sets:

• Comments:
  • what the student sees: Channel name and Comment field text;
  • for your team only: Show student tags;
  • your inbox: Sort by and Open in a new tab;
  • under Comment protections: Review comments before publishing, Minimum characters and Interval between comments.
• Questions:
  • what the student sees: Channel name and Question field text;
  • your inbox: Sort by and Open in a new tab;
  • under Question protections: Review questions before publishing and Minimum characters.
• Support: Open in a new tab.
• FAQ: Page title and Guidance message.

Channel name shows in the student area menu and on the lesson tab. For example: you can call comments "Discussion". The support channel keeps the name Support.

Each setting is explained in the channel's article: Comments, Questions, Support tickets and Frequently asked questions.

Where your team replies

In the dashboard, the Support menu has Comments, Questions, Support and FAQ.

• Comments, Questions and Support open an inbox with three panels. The list is on the left and the conversation in the middle. Details is on the right, with the student and the actions.
• FAQ is a list of questions, with no queue.

The menu counters. Next to each channel, a number shows what is waiting for your team:

• Under Comments: the student comments and replies awaiting approval.
• Under Questions: the unanswered questions.
• Under Support: the new tickets, the reopened tickets and the tickets where the student spoke last.

A ticket your team answered leaves the count, even while open. The number counts only what that administrator can see. Without permission on a channel, neither the channel nor its counter shows.

Open in a new tab. By default, a click on a row in the queue opens the conversation in the panel beside it. With Open in a new tab on for the channel, the conversation opens in a new browser tab. The queue stays where it is.

Who on your team sees what

• Each channel has its own permission. An administrator only sees in the menu the channels they can open.
• An administrator limited to some products sees comments and questions only from those products. The ticket queue is not split by product.
• In tickets, a department's Responsible only shows who looks after that queue. They do not receive the tickets or get a separate inbox. Any administrator with access to the channel replies.

To take a student out of a channel, use the Edit student form in their profile. It has Comments, Questions and Support.

• The channel turned off disappears for that student only. Their access to the content continues.
• What they already wrote stays in the queue.
• The FAQ page cannot be blocked per student.

See Student profile.

Before you answer an access complaint

Heads up: this is where most mistakes happen. A student opens a ticket: "I cannot see the lesson". The team answers "try again tomorrow". Tomorrow, the module is still locked. The cause is almost always the enrollment, an end date, a suspension or a release rule. The lesson is rarely broken.

Before you answer, follow Why the student cannot access.

What the student is notified about

The student gets the notices inside the student area. They get no email.

These do not send a notice: correcting a reply, saving a draft, reopening a question and a student talking to another student.

Good to know

Frequently asked questions