MSVCC Annual Report 2018

HELP DESK To better serve the colleges, a centralized help desk is utilized. The Help Desk supports students, instructors, and eLearning staff of the MSVCC by providing technical assistance for all educational resources adopted by the consortium. While the official support service is the ZenDesk Ticketing System, support is also offered over the phone, by chat, e-mail or face-to-face. Inquiries are tracked in order to identify issues and/or trends. Based on this data, tutorials and other resources are developed and disseminated enabling the MCCB to provide timely and equitable support to all 15 institutions.

FY2018 SUPPORT DATA 280

Help Desk Tickets: Estimated number of Help Desk Tickets submitted to the Director of Instructional Technology via the MSVCC Zendesk site. Estimated Support Email: Estimated number of emails that required support assistance. In most cases, multiple emails and replies were received for a particular issue.

NUMBER OF HELP DESK TICKETS SUBMITTED TO THE ZENDESK PORTAL NUMBER OF EMAILS REPORTED FOR SUPPORT

589

Support Issues by Vendors

SmarterProctoring

593

Enrollment Tool

105

Turnitin

84

Canvas

77

NetTutor

66

Respondus

50

***Estimated Numbers

**** Due to issues being submitted via email with various subject lines, this is the estimated number of issues received for each service. In most cases, multiple emails and replies were received for a particular issue.

36

38 MISSISSIPPI VIRTUAL COMMUNITY COLLEGE