Efficiently manage Learner support by setting up the Support Cases feature in just a few steps.
1
Access Support Case Settings
Navigate to the Support Case Settings area to configure how support cases will function in your environment.
2
Copy your Support Case Inbound Email Address
This email address allows support cases to be created automatically from incoming learner emails.
Save it – you’ll need it shortly.
3
Create your first Support Case Categories
Set up Categories to help classify support requests. If you’re planning to use the Learner App, ensure at least one category is to show in the Learner App.
4
Review and Customise your Email Templates
Check the default email templates for notifications and responses. Adjust them to reflect your organisation’s tone and communication style if needed.
5
Set up Staff Teams
Teams help streamline support case allocation and tracking. Assign relevant staff to handle specific categories or types of requests.
6
Configure Learner App Settings (if not already done)
Before enabling Support Cases in the app, ensure your basic Learner App settings are configured – with branding, welcome text, etc.
7
Enable ‘Show Support Cases’ in the Learner App
This allows Learners to create and view Support Cases directly from the Learner App.
8
Planning to Use the OpenAI Integration?
Head to the Marketplace to connect your OpenAI account.
9
Share the Inbound Email Address with Learners
Make it easy for Learners to reach out. Consider adding the address to onboarding emails, your website, or the Learner App message board.
10
Start Managing Support Cases
You’re ready to begin handling Learner support directly within Wisenet – efficient, organised, and all in one place.