eLearning Helpdesk - Support Requests and Trends

Chart of Support Request Categories from May 2016 to May 2018

Download Support Request Categories-201805.csv

The number of jobs for May 2018 increased by 6% when compared to May 2017 and increased by 4.2% when compared to May 2016 and increased by 47.5% when compared to April 2018.

Course Management jobs for May 2018 increased by 0.8% when compared with May 2017 and increased by 3.1% when compared with May 2016 and increased by 75.1% when compared with April 2018.

Tools & Other jobs for May 2018 increased by 12.3% when compared with May 2017 and increased by 5.5% when compared with May 2016 and increased by 13.7% when compared with April 2018.

The distribution of jobs were mainly in favour of Course Management (55.01%) with Tools & Other (44.99%).

RESPONSE TO SUPPORT REQUESTS FLAGGED AS URGENT BY CLIENTS

There were eleven Urgent jobs during May 2018. A breakdown of the Urgent jobs are as follows.
Blackboard Assignment Tool (1), Blackboard Course Content (2), Blackboard Grade Centre (1), Blackboard Population (1), Blackboard Tests (3), Turnitin (3).

All Urgent requests were responded to within an hour.