Support tickets

A support ticket is a private conversation between a student and your team, outside the lesson. It is for payment, access, certificate and anything that should not be public. The student opens the ticket in the student area. Your team replies, closes and reopens it in Support → Support (the Tickets inbox).

The idea in one minute

Each ticket has a number, a Subject, the content it refers to and the messages, with attachments. If the account has departments, it also has a Department.

• Only the student opens a ticket.
• Only they see their own ticket.
• Any administrator with access to the channel replies.

The most important rule: the status says who spoke last. Replying does not close the ticket. It is only closed when someone clicks Close ticket.

The statuses

• Replying moves the ticket to Answered and takes it out of the menu counter.
• A student's message in a closed ticket reopens it and sends it back to Open.

The life of a ticket:

Only Open counts in the menu counter. Answered is still an open ticket, waiting for the student.

Departments

A department sorts tickets by subject, such as billing, teaching or technical. You create the ones that make sense.

• No department exists by default.
• A ticket may have no department.
• With departments registered, the student picks one when opening a ticket. Your queue gains the Department filter.
• Each department can have a Responsible, chosen among the administrators.
• Deleting a department keeps its tickets. They are left without a department.

Heads up: the Responsible only shows who looks after that queue. They do not receive each ticket or get a separate inbox.

The tickets inbox

Support → Support has three panels: the list, the conversation and the details.

The list, titled Tickets.

• Search ticket looks in the subject and in the messages. With a search, the status filter does not count.
• The filters are Status (Open, Answered, Closed) and Department. Department only appears when there are departments.
• The inbox opens on Open.
• Each row shows the student, the subject, an excerpt of the last message and how long ago.

The conversation, with no ticket selected.

• Go to a ticket: type the Ticket no. and click Open.
• The Departments list, with each one's responsible, the pencil to edit and Add department.
• A click on a department filters the list.

The conversation, with a ticket open.

• The number and the subject, and the status badge.
• The messages with their attachments. An image shows as a thumbnail, a video plays right there and other files are for download.
• At the bottom, the Write a reply... field with Attach file.
• A long ticket opens on the latest messages. Scroll to the top to load the earlier ones.
• On a closed ticket, the bottom shows Reopen ticket.
• The bubble of one of your replies has Edit reply and Delete reply.

The details.

• The Student: name and email.
• The Ticket block: ID, Status, Department, Lesson, Opened on and Last reply.
• The Actions: View student profile and Close ticket or Reopen ticket.

Step by step

Reply to a ticket

1. Open Support → Support.
2. Click the ticket. If you know the number, type it in Go to a ticket.
3. Write in Write a reply....
4. To send a file, click Attach file.
5. Send.

The queue opens on Open. A reply can be just the file. After you send, the ticket becomes Answered, leaves the counter and the student gets the notice.

Close a ticket

1. Open the ticket.
2. In Details, click Close ticket.
3. Confirm in Close.

The ticket goes to Closed. The conversation gains the line "Ticket closed at ... by ...", and the student gets the notice. They can reopen it by replying.

Reopen a ticket

1. Open the closed ticket.
2. Click Reopen ticket.

The ticket goes back to Open, with no new message.

Correct or withdraw a reply of yours

In the menu of your reply's bubble:

• Edit reply corrects the text. The attachment stays as it is, and the student gets no new alert.
• Delete reply takes your message down. The status goes back to showing who spoke last. A closed ticket stays closed.

Create or edit a department

1. Open Support → Support, with no ticket selected.
2. Click Add department, or a department's pencil.
3. Fill in the Name, for example "Technical Support".
4. If you want, choose the Responsible.
5. Click Save.

Delete a department

1. Click the department's pencil.
2. Click Delete.
3. Confirm.

The linked tickets stay in the queue, without a department.

What the student sees

• In the student area menu, Support lists their tickets. Each row shows the subject, the number, the department (or No department) and when it was opened. Open shows the conversation.
• New ticket opens the form: Lesson, Department (when there are any), Subject, Message and Attachment. In Lesson, they pick the content the ticket refers to, among those they can access. Open Ticket sends it.
• In the conversation, they see the department, the product, Opened on and the Subject. Below, the messages and the reply field.
• If they write in a closed ticket, the ticket reopens.
• They get a notice in the student area on each reply from your team. They also get one when the ticket is closed. There is no email.
• The same message repeated within two minutes is refused.
• With Support turned off in their form, they do not see the channel.

Good to know

Frequently asked questions