Support & Help Desk

A great learning experience requires great support. The TechClass Help Desk provides a centralized, built-in ticketing system so your learners can easily reach out when they forget a password, encounter a technical error, or have a question about a course certificate.

By keeping support inside the platform, your administrators and instructors can resolve issues faster with full context.

To access the Help Desk, navigate to the Support section in the Admin Portal sidebar.

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1. Support Overview (Analytics)

The Overview page acts as your support dashboard. It gives you immediate insights into the health of your support operations, helping you identify bottlenecks or recurring issues.

Key Metrics Available:

• Ticket Volume Trend: A 12-month graph showing when tickets are submitted. Spikes here might correlate with a new mandatory compliance rollout.
• Ticket Status Distribution: A quick visual breakdown of Open vs. Closed tickets.
• Issue Type Breakdown: Identifies the most common reasons learners are reaching out (e.g., Certificate Issues vs. Password Resets).
• Avg First Response Time: Tracks how quickly your admin team is acknowledging new requests.

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2. Managing Tickets

The Help Desk page is your active inbox. This is where you will triage and manage all inbound requests from your users.

The inbox is divided into two main tabs: Open (tickets requiring attention) and Closed (resolved issues).

Each ticket in the list provides immediate context:

• Ticket ID & Status: e.g., T-36 and Open.
• Issue Type: Color-coded badges indicating the category (e.g., Technical Error, Account Termination).
• Subject Line: The summary of the learner's issue.
• Submitter Info: The name and email of the user, plus the date the ticket was created and the number of replies.

You can view your resolved tickets at any time by switching to the Closed tab.

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3. Responding to & Closing Tickets

Clicking on any ticket in the list will open the detailed conversation view. This is where you can communicate directly with the learner.

How to reply:

1. Review the learner's original description at the top of the screen.
2. Scroll down to the Add a Reply box.
3. Type your response. If you need to provide a screenshot or a document (like a downloaded certificate), you can use the Attach File button.
4. Click Send Reply. The learner will receive an email notification and can view your response in their Learner Portal.

Closing a ticket:

Once the issue is fully resolved, click the Close Ticket button on the left-hand sidebar.

A confirmation modal will appear. Clicking Yes, close ticket will mark the status as resolved and move it to the Closed tab. If the learner replies again, or if the issue persists, the ticket can always be reopened.

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4. Customizing Issue Types (Settings)

TechClass comes with several default Issue Types (such as Password Reset, Course Access Issue, and Certificate Issue). However, you can completely customize these categories to fit your organization's specific needs.

Navigate to Support > Settings in the Admin Portal sidebar. By default, you will land on the Overview tab.

Click on the Issue Types card (or select the Issue Types tab) to view your existing categories.

To add a new Issue Type:

1. Click the blue + Add Issue Type button in the top right.
2. Enter the name of your new category (e.g., "Hardware Request" or "HR Inquiry").
3. Click Create.

This new category will now be available to your learners when they submit a new ticket, helping your admins route and filter requests more effectively!