Support System: Overview
In Rbean, support is provided through a ticketing system, available to all users.
Your students can use the system to get help from you, and you can use the system to get help from the Rbean team.
A ticketing system has several advantages:
- Issues are tracked and centralised
- Issues are automatically dispatched to the person that can solve them
- If the person assigned cannot solve the problem, they can bring someone else into the ticket
- Issues are private to their author and the people who have been assigned
Students themselves can only make a ticket and say what kind of problem they have, but they can’t assign a specific staff or the Rbean team.
But as an admin, you have that power.
You can:
- decide who’s automatically assigned to certain types of tickets
- bring a colleague into a ticket
- assign the Rbean team if you think there’s a platform issue
Assigning a colleague or the Rbean team can also be done by mentors.