Technical support for teachers

Fast and reliable communication with technical support is essential when a teacher encounters a problem that he cannot solve on his own. The establishment of a helpdesk with multi-channel support (e-mail, phone calls, real-time chat) enables different users to access help in the way that suits them best. Preparation of answers to the most common questions faced by teachers and students in the form of a Frequently asked questions (FAQ) page are very helpful both for users and for support providers in finding solutions faster and easier.

For example, open-source platforms like Zammad can be used to manage user queries via a web interface. Additionally, ticketing systems should enable tracking the status of reported issues and their timely escalation.

Examples of good practice

Examples of good practice include helpdesk services that provide extended working hours during the first weeks of classes or exam periods, when support is most needed. Some HEIs have permanent e-learning support working hours from 8 am to 8 pm every weekday, which makes it easier for students and teachers who have classes in the afternoon (E-Learning Support Centre, Faculty of Humanities and Social Sciences, University of Zagreb). Some HEIs also use systems that enable automatic categorisation and priority resolution of queries to ensure efficiency and faster response times.