It’s one thing to know that MyEducator is there to support you, and it’s another to know how! Our support team works tirelessly to help students and instructors alike with as little work on the students’ and instructors’ sides as possible. All a student or instructor needs to do is send an email! One quick email to support@myeducator.com to get the ball rolling, and our support team immediately gets to work through Freshdesk. But what does that look like on the backend?

What is Freshdesk?

MyEducator uses a third-party system called Freshdesk to answer students’ and instructors’ concerns quickly (aiming for a turn-around time of fewer than thirty minutes during the support team’s operating hours) and thoroughly.

We Hear You

Freshdesk is a high-quality customer service support system that allows for the MyEducator support team to keep support tickets organized. We won’t lose your questions in the email inbox or fall prey to the “I’m sure someone else did it” phenomenon. Once you’ve sent an email, Freshdesk creates a ticket for the support team to see. We use Freshdesk to process tickets through a simple open-pending-closed flow, ensuring we miss nothing and avoid duplicate tickets.

We Help You

Freshdesk helps organize tickets based on the substance of the issue, everything from a student being locked out of their account to helping instructors integrate into a new course. For common issues, Freshdesk hosts the support team’s version of an FAQ. This has all the information a student or instructor might need. Additionally, the support team has the ability to personalize that information for individual circumstances in order to send the right information to either the student or the instructor. For more complicated issues, the support team is there with the necessary human touch to get things done.

We Get You the Resources You Need, When You Need Them

The support team is not the only one that uses Freshdesk. On the occasion that a concern goes beyond the support team’s purview, the support team can forward the ticket to the department that would better be able to respond to the concern (such as the dev or content teams). This collaboration ensures that the support team—and you—always have the needed expertise right on hand.

Whatever the concern, MyEducator’s support team is there to help: quickly, thoroughly, and expertly. 

Do you have a feature you’d like to see on the platform? Submit a feature request!