eLearning Helpdesk - Support Requests and Trends

Chart of Support Request Categories from January 2016 to January 2018

Download Support Request Categories-201801.csv

The number of jobs for January 2018 increased by 14.3% when compared to January 2017 and increased by 6.4% when compared to January 2016 and increased by 23.7% when compared to December 2017.

Course Management jobs for January 2018 is identical to those of January 2017 yet decreased by 4.7% when compared with January 2016 yet increased by 19.9% when compared with December 2017.

Tools & Other jobs for January 2018 increased by 41.3% when compared with January 2017 and increased by 27.8% when compared with January 2016 and increased by 30.9% when compared with December 2017.

The distribution of jobs were mostly through Course Management (65.28%) with Tools & Other (34.72%).

RESPONSE TO SUPPORT REQUESTS FLAGGED AS URGENT BY CLIENTS

There were seven Urgent jobs during January 2018. A breakdown of the Urgent jobs are as follows.
Blackboard Access (2), Blackboard Course Content (1), Blackboard email (1), Blackboard Grade Centre (1), Echo360 (1), Turnitin (1).

All requests were responded to within an hour.