Understanding the “General” Help Desk in LearnWise

The General Help Desk serves as default support channel that comes pre-configured with every LearnWise organization account to get you started. It is important that users have an escalation option if the assistant is unable to answer their question Here's what you need to know about it:

The Role of the General Help Desk

1. Default Option: The General Help Desk is the default escalation point within LearnWise. It’s designed to be the catch-all for various support requests when no other specific help desks are set up.
2. Pre-Configured Settings: It comes with pre-set form fields to facilitate immediate use, ensuring that organizations can start providing support right away.

1. Escalation options: You can choose where to direct the escalations to, including connecting the escalation route to your existing ticketing system, adding an email, phone number, external link or handing over to a live chat. More than one option can be configured and availability of each option can be added
2. Direct Escalation: If the General Help Desk is the sole help desk available, users will bypass the 'Select Help Desk' step and directly choose an escalation option, such as calling or emailing support.

Customization and Usage

• Customization: You have the freedom to customize the General Help Desk to better fit your institution's needs. You can modify escalation options, form fields, and any predefined settings.
• Renaming: If your institution only requires one type of help desk, you can rename and repurpose the General Help Desk to something more specific, like 'Student Services' or 'IT Support'.
• Deleting: You can remove the General Help Desk completely by opening the help desk and clicking on the ‘Delete’ button. A pop-up to confirm your your deletion will be displayed and this action cannot be undone

<aside> 💡 If you have additional questions please reach out to [email protected]

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