Welcome to TicketVise! Thanks for choosing TicketVise to assist you in managing your course. Here, we will briefly walk through some features to get you started. To see what students and assistants can do, please visit their getting started pages.
Integrating TicketVise into your course is easy. It depends on the LMS used but generally there are two ways you and the students can access TicketVise: using a menu item in the course navigation of with a module.
One last step is needed to complete the installation. As a coordinator you have to be the first person to open TicketVise to create your course inbox inside TicketVise!
Configuring an inbox
When opening the inbox, you can go to the configuration to change some settings about the course. Most of
these settings are self-explaining, we will quickly go over some of the others.
Toggling the "Assignee visible to students" changes if the students can see if and who is assigned to their ticket. Replying on a ticket will however always show the author of the reply. You can set a timer for closing a ticket if no reply has been sent for some amount of time, or you can send an alert if no answer has been given after some time. These help to prevent tickets from being unanswered and keep them organised.
We understand that it can be tedious to assign every question yourself. Therefore we offer a couple of options from which you can choose to automatically assign questions to assistants and coordinators:
We offer four default labels, but their are fully customizable. Labels are useful for organizing the tickets inside the inbox. You can even change the visibility of the labels for students.
The statistics from the inbox give insight in the amount of tickets and the activity of the agents. These insights can help to recognise where the main focus points lie with the students as well as the assistants.