Frequently Asked Question

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Target Audience
This guide is written primarily for students seeking help with e-learning activities and student user account services. However, it may also be used by faculty or staff members who are experiencing login issues and require initial access assistance.

What is this guide for?
This guide will show you how to use the Online Support (Ticketing) System to request assistance and track the status of your inquiry. Submitting a request through this ticketing system is the preferred and most efficient way to get help for the Help Topics listed on the system.

Why use the online portal instead of calling or emailing?

• Avoid the Wait: Instead of waiting for an email reply or the uncertainty of reaching the right person by phone, this system logs your request immediately and ensures it is assigned to the correct staff member.
• Keep a Record: All communication is saved in one place. You can view the entire history of your issue and our replies at any time, even months later.
• Never Get Lost: Unlike an email forwarded from one person to another, your ticket stays in a central queue until the issue is fully resolved. It will never get misplaced or forgotten.

Please read the appropriate sections in user guide.

CONTENTS

1. Access the Online Support System {#access} 3

2. Before You Submit: Check the Knowledgebase (FAQ) {#faq} 4

3. How to Open a New Ticket {#open-ticket} 4

4. Creating a User Account (Recommended) {#account} 10

5. Email Notifications & Ticket Tracking {#email} 14

6. Check Previously Created Ticket Status (Without Logging In) {#check-status} 15