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Operations & Administration (Control)

Support

liveForStudentsTeaching staffAdministrationOperator

Report questions and problems, answers in your own history; for the team a queue of all requests — and for the provider only the cases a customer explicitly releases.

Try it yourself

Why#

Help must be easy to find and must not disappear in an inbox. And a provider that is to help may only see what it is shown.

How it works#

Click pathCampusServiceSupport

  1. 1Open “Help & support” (address /support): at the top “Frequently asked questions”, above them the route to the AI study adviser.
  2. 2“New request”: choose a category (technology, content, complaint / ombudsperson, other), enter subject and message, tick “confidential” if desired — “Send request” (Fig. 1).
    Fig. 1 “New request”: category, subject, message and “confidential”.
    “New request”: category, subject, message and “confidential”.

    Fig. 1 “New request”: category, subject, message and “confidential”.

  3. 3Under “My requests” read the history with the support's answers and reply.
  4. 4The team answers in the administration under “Support” (support desk): filter by status, expand a request, write “Support's answer …”, set the status and “Answer / update” (Fig. 2).
    Fig. 2 The support desk: requests with history, answer field and status.
    The support desk: requests with history, answer field and status.

    Fig. 2 The support desk: requests with history, answer field and status.

  5. 5If the provider's support needs insight into a student's record, it is granted under “Support access” (address /uds/support-zugang): “Who is it about?”, “For how long?”, “Why?” — “Grant access”. Revoking is possible at any time; access is then closed immediately.
  6. 6The provider opens released cases under “Released cases” (address /support-faelle) with “Open case”.

Settings and switches#

  • Switchable per tenantDefault: onModule: Lernplattform (always booked)

The status of a request#

  • Open
  • In progress
  • Answered
  • Closed

Support access: insight only on release#

The everyday case: “Student X cannot get into the exam.” For the provider's support to look in, the university has to allow it — for this one person, for a few days, with a reason, revocable at any time. The reason is in the log of both sides.

The provider sees only the released cases — no inventory, no search, no list of all students. In the case: studies, courses and attempts of this one person.

Who may do what#

  • Make requests: every signed-in account.
  • Answer the queue (support desk in the administration): the operator.
  • Grant and revoke support access: the customer's administration (and the operator), each only for people of their own institution. Accounts without an institution are seen and released only by the operator.
  • Open released cases: the provider's support, only as long as the release is running.

Tips#

  • A confidential request appears in the queue without a name (“confidential”).
  • The list of released cases does not yet show names; whoever opens a case is in the log — visible to the provider and to the customer.

Try it yourself#

Scan the QR code or press the button

Your own trial student is created automatically — no sign-up.

Try it yourself

https://uds-system.de/api/g-uds/rundgang?next=%2Fsupport

Related features#