The Human Support tool lets learners request help straight from their mentorAI chat by creating a support ticket—without 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.
Student
Learners ask mentorAI to open a ticket whenever they need extra assistance.
During the same chat, students can add new details (e.g., updated email addresses), and mentorAI appends them to the existing ticket.
Students can ask the mentor to list their open or past tickets to keep track of progress.
Staff view each ticket’s subject, user info, description, status (Open / In Progress / Closed), session ID, timestamps, and notification settings.
- Open the mentor’s Settings
- Select the Tools list
- Locate Human Support (ticketing)
- Toggle it On
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.
When prompted, the learner supplies more info:
The email I’d like to use is example@domain.com.
mentorAI updates the existing ticket.
Prompt:
What support tickets have been created for me?
mentorAI lists open and past tickets (e.g., password resets, login issues).
Open the Ticket list in the dashboard.
For each ticket you can see:
- Subject, User, and Description
- Current Status (Open, In Progress, Closed)
- Session ID 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
Students quickly raise tickets for login problems or account changes without leaving their learning flow.
Learners report broken links, assignment upload errors, or software‑tool glitches directly from the mentorAI chat.
Automated ticket creation funnels repetitive student questions (e.g., password resets) to support staff, freeing instructors to focus on teaching.
Ticket logs provide a clear record of what help was requested and when—useful for accreditation or quality‑assurance reviews.
With Human Support enabled, learners can raise and track issues directly from chat, while instructors and admins maintain full visibility and control over ticket status and resolution—streamlining support and keeping learning uninterrupted.