eLearning Helpdesk - Support Requests and Trends

Chart of Support Request Categories from June 2016 to June 2018

Download Support Request Categories-201806.csv

The number of jobs for June 2018 increased by 18.5% when compared to June 2017 and increased by 27.4% when compared to June 2016 and increased by 32.6% when compared to May 2018.

Course Management jobs for June 2018 increased by 14.9% when compared with June 2017 and increased by 28.1% when compared with June 2016 and increased by 44% when compared with May 2018.

Tools & Other jobs for June 2018 increased by 25.5% when compared with June 2017 and increased by 26.1% when compared with June 2016 and increased by 10.4% when compared with May 2018.

The distribution of jobs were mostly through Course Management (66.15%) with Tools & Other (33.85%).

This is the most number of jobs recorded through the staff eLearning Helpdesk in a calendar month both in Total number and Course Management jobsĀ and average jobs per day. Typically July has been the busiest month of the year.

RESPONSE TO SUPPORT REQUESTS FLAGGED AS URGENT BY CLIENTS

There were eleven Urgent jobs during June 2018. A breakdown of the Urgent jobs are as follows.
Blackboard Assignment Tool (1), Blackboard Grade Centre (6), Turnitin (4).

All Urgent requests were responded to within an hour.