Student Support
Student Support
Manage student support tickets and requests for academic and administrative assistance.
Time Required: 5-10 minutes per ticket Module: Support (Enterprise) User Role: Support Staff, Admin
Overview
The student support system provides:
- Ticket management for student queries
- Issue tracking and resolution
- Communication history
- SLA monitoring
- Knowledge base integration
Prerequisites
- Support module installed
- Support categories configured
- Team assignments defined
Create Support Ticket
Step 1: Navigate to Support
- Go to OpenEduCat > Support > Tickets
- Click Create for new ticket
Step 2: Enter Ticket Details
| Field | Required | Description | Example |
|---|---|---|---|
| Subject | Yes | Brief description | ”Grade correction request” |
| Student | Yes | Select student | ”John Smith” |
| Category | Yes | Issue category | Academic/Fees/Technical |
| Priority | Yes | Urgency level | Low/Medium/High/Urgent |
| Description | Yes | Full details | ”Request to review…” |
Step 3: Assign Ticket
| Field | Description |
|---|---|
| Team | Support team to handle |
| Assigned To | Specific staff member |
| Due Date | Resolution deadline |
Step 4: Save Ticket
Click Save to create the ticket.
Ticket Categories
| Category | Examples |
|---|---|
| Academic | Grade queries, course changes |
| Fees | Payment issues, refunds |
| Technical | Portal access, password reset |
| Administrative | Certificate requests, letters |
| Hostel | Room issues, complaints |
| Library | Book issues, fines |
Ticket Workflow
┌────────┐ Assign ┌─────────────┐ Work ┌─────────────┐│ New │ ──────────> │ In Progress │ ────────> │ Pending │└────────┘ └─────────────┘ └─────────────┘ │ │ │ Resolve │ Response ▼ ▼ ┌──────────┐ ┌──────────┐ │ Resolved │ │ Closed │ └──────────┘ └──────────┘| State | Description |
|---|---|
| New | Ticket created, awaiting assignment |
| In Progress | Being worked on |
| Pending | Waiting for student response |
| Resolved | Solution provided |
| Closed | Issue completed |
Handle Support Ticket
Step 1: View Ticket Queue
- Go to Support > My Tickets
- View tickets assigned to you
- Sort by priority or due date
Step 2: Respond to Ticket
- Open the ticket
- Click Reply
- Enter response message
- Click Send
Step 3: Update Status
- Change state as needed
- Add internal notes
- Log time spent (optional)
Step 4: Resolve Ticket
- Provide final resolution
- Click Mark Resolved
- Student receives notification
Field Reference
Support Ticket
| Technical Field | UI Label | Type | Notes |
|---|---|---|---|
name | Subject | Char | Required |
student_id | Student | Many2one | Requesting student |
category_id | Category | Many2one | Issue type |
priority | Priority | Selection | 0-4 scale |
state | State | Selection | Workflow state |
assigned_to | Assigned To | Many2one | Staff member |
description | Description | Text | Full details |
Student Self-Service
Portal Ticket Creation
Students can create tickets via portal:
- Student logs into portal
- Navigates to Support
- Clicks New Request
- Fills in details
- Submits ticket
Track Ticket Status
Students can:
- View ticket history
- Check current status
- Add follow-up messages
- Rate resolution
Reports and Analytics
Support Dashboard
View metrics:
- Open tickets by category
- Average resolution time
- Staff performance
- Student satisfaction
Common Reports
| Report | Shows |
|---|---|
| Ticket Volume | Tickets over time |
| Resolution Time | Average time to close |
| Category Analysis | Issues by type |
| Agent Performance | Per-staff metrics |
Troubleshooting
Ticket not assigned
Problem: Ticket remains in “New” state.
Solutions:
- Check team assignment rules
- Manually assign to staff
- Review auto-assignment configuration
Student not receiving updates
Problem: Student not getting ticket notifications.
Solutions:
- Verify student email
- Check notification settings
- Review email template
- Check outgoing mail server
Cannot close ticket
Problem: Close button not available.
Solution:
- Must be in Resolved state first
- Verify resolution is recorded
- Check user permissions
Related
Last updated: January 2026