eLearning Helpdesk - Support Requests and Trends

Chart of Support Request Categories from August 2016 to August 2018

Download Support Request Categories-201808.csv

The number of jobs for August 2018 increased by 24.9% when compared to August 2017 and increased by 21.9% when compared to August 2016 yet decreased by 45% when compared to July 2018.

Course Management jobs for August 2018 increased by 40.2% when compared with August 2017 and increased by 23.7% when compared with August 2016 yet decreased by 77.3% when compared with July 2018.

Tools & Other jobs for August 2018 increased by 20.9% when compared with August 2017 and increased by 21.5% when compared with August 2016 yet decreased by 12.2% when compared with July 2018.

The majority of jobs were distributed through Tools & Other (79.14%) with Course Management (20.86%).

RESPONSE TO SUPPORT REQUESTS FLAGGED AS URGENT BY CLIENTS

There were eight Urgent jobs during August 2018. A breakdown of the Urgent jobs are as follows.
Blackboard Grade Centre (2), Checkbox (1), Echo360 (1), ePortfolio (1), Kaltura (1), Turnitin (2).

All Urgent requests were responded to within an hour.