1

Access Support Case settings

Navigate to LRM > Support Cases > Settings

2

General Settings

Here you will find the inbound email address for creating new support cases.

When an email is sent to the email address, Wisenet creates a support case from the email.

3

Categories

Create categories to assign your support cases to.

When a Learner creates a new support case via the Learner App, the Learner must select a Category, so any defaults that you have saved for the Category will be applied to the support case.

Learners can only select categories where the toggle Show Category on Learner App is set to YES.

Add Category

1. Click Action > Add Category
2. Enter a Name
3. (Optional) enter a default priority
4. (Optional) enter a default assigned staff member
5. (Optional) enter a default assigned team
6. Set the default Is Restricted toggle to YES/NO
7. Set the Is Active toggle to YES/NO
8. Set the Show Category on Learner App toggle to YES/NO
9. Click Save.

Edit Category

1. Click the Edit icon next to the category
2. Update one or more fields:
   • Name
   • Default priority
   • Default assigned staff member
   • Default assigned team
   • Default Is Restricted toggle
   • Is Active toggle
   • Show Category on Learner App toggle
3. Click Save.

4

Templates

View the email templates for support cases.

To edit an email template:

1. Click the Edit icon for the relevant template
2. Update the Subject and/or Body
3. Click Save