Help Request Report

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Rachell Tisdale

• 18 March 2024 03:00

Hi there,

To be able to review and address student queries and make improvements as and when required, we would like to generate a report of the help requests.

Having the ability to generate a report that displays all help request data would be very helpful. 

 

 

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  Mark Gilmore

  • 21 March 2024 06:35

  Hi Rach

  Thanks for your feedback. I will record it in our system for future consideration. Could I ask what you would use the report for?

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  Tomos Clark

  • 02 September 2025 06:25

  I'd agree this would be good.

  For a management perspective, I could see value in things such as:

  • Seeing how many are still open
  • Timeframe for help requests to be closed off
  • how many help requests are being allocated to staff (and the category)
  • Help request ratings.

  While we can use the Help Request screen to filter and identify this info, the ability for this to auto email via a workflow would be priceless.

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  Ben Poppy

  • 28 April 2026 23:21

  I can see this was raised 2 years ago - As a new organisation to use aXcelerate not being able to report on Help requests has sent us backwards from migrating from other systems. Being an online learning RTO its important we maintain SLA's with our students and monitor categories/themes of HR's, timeframes of responses, outstanding HR's by assignee and also report on the ratings.  I imagine any RTO using HR's would benefit from reporting functionality. 

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  Bekky Sommer

  • 29 April 2026 00:52

  We would also support enhancements in this space as it can be such a valuable feature to support our RTO obligations with student support. From an operational and student support perspective, we would also benefit significantly from having SLAs built at a category level, as it would provide clearer expectations around response and resolution timeframes across different category types.

  Having the ability to trigger escalations when SLAs have been exceeded by a period of time would help ensure nothing falls through the cracks and allow for more proactive management of overdue requests.

  Unsure if this should be a separate idea, however, it would also be highly valuable to introduce default assignee rules based on category. For example, directing assessment support help requests directly to trainers, and enrolment or general enquiries to an administration user. This would streamline workflows, reduce handling time, and ensure enquiries are managed by the most appropriate team member from the outset. Currently we have all of them set as unassigned and a team member manual assigns to the appropriate team member.

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