Human Support
Description
The HumanâŻSupport tool lets learners request help straight from their mentorAI 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
Student
Features
InâChat Ticket Creation
Learners ask mentorAI to open a ticket whenever they need extra assistance.
RealâTime Ticket Updates
During the same chat, students can add new details (e.g., updated email addresses), and mentorAI appends them to the existing ticket.
Ticket Lookup for Learners
Students can ask the mentor 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 mentorâs 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?
mentorAI 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.
mentorAI updates the existing ticket.
Review Existing Tickets
Prompt:
What support tickets have been created for me?
mentorAI 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
Students 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 mentorAI chat.
Instructor Workload Management
Automated ticket creation funnels repetitive student questions (e.g., password resets) to support staff, freeing instructors 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 instructors and admins maintain full visibility and control over ticket status and resolutionâstreamlining support and keeping learning uninterrupted.