Update the details of a support case, add an internal note, or send an email to the Learner.

1

Update Support Case details

1. Navigate to LRM > Cases
2. (Optional) Search and filter results
3. Click on the Case # or Subject
   • The Selected Support Case > Detail page opens.
4. Update one or more fields in the Support Case Information section on the right:
   • Priority
   • Assigned To
   • Assigned Team
   • Subscribers
   • Category
   • Course Enrolment
   • Unit Enrolment

2

Send an email

1. Navigate to LRM > Cases
2. (Optional) Search and filter results
3. Click on the Case # or Subject
   • The Selected Support Case > Detail page opens.
4. Click Reply
5. Enter text
6. (Optional) Click the AI Assist button to get AI assistance (Premium customers only)
7. (Optional) upload files
8. Click Send.

NOTE: Click Switch to Internal Note if you want to save the entry as an internal note instead.

3

Add an internal note

1. Navigate to LRM > Support Cases
2. (Optional) Search and filter results
3. Click on the Case # or Subject
   • The Selected Case > Detail page opens.
4. Click Add Note
5. Enter text
6. (Optional) upload files
7. Click Send.

NOTE: Click Switch to Email if you want to send the entry to the Learner instead.