Human Support
Description
The HumanâŻSupport tool lets learners request help straight from their Agentic OS chat by creating a support ticketâwithout leaving the conversation. The ticket collects all relevant details, can be updated in real time, and appears in the admin dashboard where staff can track status, assign ownership, and resolve issues efficiently.
Target Audience
User
Features
InâChat Ticket Creation
Learners ask the agent to open a ticket whenever they need extra assistance.
RealâTime Ticket Updates
During the same chat, users can add new details (e.g., updated email addresses), and the agent appends them to the existing ticket.
Ticket Lookup for Learners
Users can ask the agent to list their open or past tickets to keep track of progress.
Comprehensive Admin Dashboard
Staff view each ticketâs subject, user info, description, status (OpenâŻ/âŻInâŻProgressâŻ/âŻClosed), session ID, timestamps, and notification settings.
How to Use (step by step)
Enable the Tool (Instructor/Admin)
- Open the agentâs Settings
- Select the Tools list
- Locate HumanâŻSupport (ticketing)
- Toggle it On
Learner Workflow
Create a Ticket
Prompt:
I want to change the email address associated with my account. Can you create a support ticket for me?
The agent confirms and opens a new ticket.
Add Details
When prompted, the learner supplies more info:
The email Iâd like to use is example@domain.com.
The agent updates the existing ticket.
Review Existing Tickets
Prompt:
What support tickets have been created for me?
The agent lists open and past tickets (e.g., password resets, login issues).
Admin View
Open the Ticket list in the dashboard.
For each ticket you can see:
- Subject, User, and Description
- Current Status (Open, InâŻProgress, Closed)
- SessionâŻID linked to the chat where the issue was raised
- Timestamps (created, resolved) and repetition log of updates
- Option to assign a staff email to receive notifications
Pedagogical Use Cases
Account & Access Issues
Users quickly raise tickets for login problems or account changes without leaving their learning flow.
CourseâSpecific Technical Support
Learners report broken links, assignment upload errors, or softwareâtool glitches directly from the Agentic OS chat.
Administrator Workload Management
Automated ticket creation funnels repetitive user questions (e.g., password resets) to support staff, freeing administrators to focus on teaching.
Audit Trail & Transparency
Ticket logs provide a clear record of what help was requested and whenâuseful for accreditation or qualityâassurance reviews.
Result
With HumanâŻSupport enabled, learners can raise and track issues directly from chat, while administrators and admins maintain full visibility and control over ticket status and resolutionâstreamlining support and keeping learning uninterrupted.