eLearning Helpdesk - Support Requests and Trends

Chart of Support Request Categories from July 2016 to July 2018

Download Support Request Categories-201807.csv

The number of jobs for July 2018 decreased by 11.2% when compared to July 2017 and decreased by 3.1% when compared to July 2016 and decreased by 12.1% when compared to June 2018.

Course Management jobs for July 2018 decreased by 17.9% when compared with July 2017 and decreased by 20.2% when compared with July 2016 and decreased by 33% when compared with June 2018.

Tools & Other jobs for July 2018 decreased by 3.2% when compared with July 2017 yet increased by 19.3% when compared with July 2016 and increased by 22.2% when compared with June 2018.

The distribution of jobs were similarly divided amongst Course Management (50.47%) with Tools & Other (49.53%).

RESPONSE TO SUPPORT REQUESTS FLAGGED AS URGENT BY CLIENTS

There were fifteen Urgent jobs during July 2018. A breakdown of the Urgent jobs are as follows.
Blackboard Course Content (5), Blackboard Grade Centre (1), Blackboard Tests (2), Checkbox (2), Course Request (3), TurningPoint (1), Turnitin (1).

All Urgent requests were responded to within an hour.