Introducing Support Cases
Handle learner enquiries easily, efficiently and all in one place with Wisenet Support Cases.
Support Cases is purpose-built to centralise and streamline how your organisation manages learner enquiries. From enrolment queries to support requests, Cases provides a structured, trackable way to assign, prioritise, and manage communications ensuring nothing slips through the cracks.
Say goodbye to fragmented inboxes and inconsistent follow-ups. With Support Cases, your team gains full visibility and control over every interaction.
Premium Edition customers can further enhance the support workflow with AI-generated response suggestions helping staff craft clear, consistent and professional replies in seconds.
Key features
Wisenet Support Cases functions as a comprehensive ticketing system within Wisenet LRM. Key functionalities include:
- Case Creation: Automatically generate cases from inbound emails or allow learners to submit cases via the Learner App.
- Categorisation and Prioritisation: Organise cases by categories and set priorities to manage workload effectively.
- Restricted Case Visibility: Limit access to sensitive cases such as pastoral care or academic misconduct by controlling who can view and manage specific case categories.
- Team Collaboration: Assign cases to specific staff members or teams, facilitating collaboration and accountability.
- Status Tracking: Monitor the progress of each case through statuses, ensuring transparency and timely resolution.
- AI-Generated Reply Suggestions (Premium only): Speed up support with AI-powered draft responses, trained using your organisation’s tone and past replies.
Set Up
Access Support Case Settings
Navigate to the Case Settings to configure how support cases will function in your environment.
- General Settings
Here you will find the inbound email address for creating new support cases. Any learner email sent to this email address is instantly logged as a new case. See Case settings - Create Categories
Set up categories to classify and organise support requests for easier triage, reporting and team assignment. If you’re enabling Cases in the Learner App, ensure at least one category is set to show in the LearnerApp for learners to choose when submitting a case. See Categories - Setup Email Templates
Review and customise the default email templates used for case notifications and responses to ensure they reflect your organisation’s tone, language and branding as needed. See Email templates
Setup Staff Teams
Teams help streamline support case allocation and tracking. Assign relevant staff to handle specific categories or types of support requests. See Add and Edit Staff Teams
Configure Learner App Settings
Before enabling Support Cases in the Learner App, ensure your basic Learner App settings are configured with branding, welcome text, etc. See How to Edit Learner App Settings
Next, enable ‘Show Support Cases’ in the Learner App. This allows Learners to create and view Support Cases directly from the Learner App. See Show Support Cases in Learner App
Open AI Integration (Premium Edition Only)
If you are planning to use the AI features in Cases, head to the Wisenet Marketplace to connect your OpenAI account. See How to Connect to OpenAI
Manage
Create a Support Case
Cases can be created in three ways, depending on how your support workflow is configured:
- Learner App (Recommended)
When enabled, learners can submit enquiries directly from their Learner App. A case is automatically created and routed based on your configured categories, no manual steps required. - Support Email Address
If you’re not ready to enable the Learner App, you can share your support email address with learners. Any email sent to this address will automatically create a case in Wisenet LRM. See Case settings - Manual Case Creation
For enquiries received via phone or external email channels, manually create a case in Wisenet LRM to maintain a centralised record and ensure a consistent support workflow. See How to create a Case
Tip: If your Learner App is not yet configured or fully rolled out, we recommend starting with options 2 and 3 to maintain visibility and streamline support operations.
View and Manage Support Cases
Access to support cases in Wisenet is role-based, giving your organisation control over who can view, manage and respond to specific types of learner enquiries. This ensures sensitive information such as pastoral care, complaints or misconduct is only visible to authorised staff.
Update a Support Case
You can update a case at any time to keep information accurate and support workflows on track.
Common updates include:
- Changing the case status (e.g. Open, In Progress, Resolved)
- Reassigning the case to another staff member or team
- Adding a comment (reply) or internal note
- Editing case details like category or priority
Merge/Re-open a Support Case
Keeping cases up to date ensures nothing gets missed and helps your team stay aligned.
Use AI features (Premium Edition Only)
By combining Train AI and Assist AI (Generate AI Response), you can streamline response times, maintain consistency across case types and scale support without compromising quality, compliance or care.