Help desk

Help desk

Overview

Our help desk feature allows you and other administrators to answer help desk questions from your learners. If enabled, learners and students can click the help icon and then click the "Help desk" option to access the help desk forum. You and other administrators can subscribe to the help desk forum to receive notifications of postings and then reply to the learner questions.

To enable the Help desk, go to Admin/App center and install Help desk. Then click Configure to start setting up your options.
























Using the help desk

If you visit the Help Center, the option for "Learner help desk" will appear. To access the help desk, click on this option. Here you will see the questions posted by students.



















Here you will see the questions posted by students. To subscribe to the forum, click Subscribe. A copy of each posting is then sent to your message box with a link back to the discussion.

In the Admin/Help desk area, administrators can Enable/Disable the help desk feature, they can customize the help icon URL, and they can enable the "Only allow administrators in the top-level organization to manage the help desk." option which is particularly useful if they want administrators in the top-level organization to be able to answer questions posted by any user in any organization while still maintaining organization partitioning.

To configure the forum, go to the Learner help desk forum and click the Configure button. 

In the Configure area, you can add a name and description to the forum, add a picture, and set up its basic settings.

Here is how the questions posted by learners look. You can see the number of posts for each question, if you read it, and if the questions have been resolved or not. To see a question posted by a learner click on its title. To search for a post, enter its name in the search box.

To add an answer to a post, click on its title, then click Reply. 











If you haven't already subscribed to the forum, you can subscribe to a single discussion by checking the 'subscribe to this discussion thread' when posting or replying.
























To mark this question as resolved click on Close this support request. 










To reopen the question, click on Reopen this support request.










Posting to the help desk

To add a new support question to the Help Desk, click on Post.

Enter the subject and your message, then click Save. Note that you can make the thread private. If enabled then only you and the moderator(s) of the forum can see the thread.

Administrators can configure the forum to force new treads to be private by enabling the appropriate option under Basics in the Configure area. This ensures that anyone who posts to the help desk will only see their threads and not those from other users.

Private threads are indicated with a lock.


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