LMS Helpdesk Module – Online Query Resolution System for Learning Platforms

The Addmen Learning Management System (LMS) includes a versatile Helpdesk module that allows users to raise subject-based or general queries within the platform. Whether used in schools, coaching institutes, corporates, or healthcare training, this tool ensures a structured way to resolve doubts and manage support.

This built-in support module enables institutions to handle learner queries efficiently without relying on external email chains or messaging apps — improving response time, accountability, and learner satisfaction.

What is the LMS Helpdesk Module?

The Helpdesk Module is a query management system embedded inside the LMS. It lets users (students, employees, learners) raise questions that are routed to designated administrators or subject experts based on category or topic.

It serves as an internal ticketing system where:

• Every query is documented

• Responses are tracked

• Unanswered queries are escalated

• Both admins and users are notified about status changes

Key Features of the LMS Helpdesk Module

Key Features of the LMS Helpdesk Module

Feature	Description
Query Submission Interface	Users can raise queries from inside the app or web LMS dashboard with custom subjects or select from predefined categories.
Category Mapping	Admins are mapped to specific query categories (e.g. Academics, Technical, Finance, HR). Queries are auto-routed accordingly.
Status Indicators	- Blue = Unattended - Green = Replied - Red = Escalated (after 3 days)
Escalation Workflow	If no reply within 3 days, the query automatically escalates to the super admin for urgent attention.
Admin Panel	Admins see only those queries relevant to their category, avoiding clutter and ensuring fast response.
Notifications & Logs	Both users and admins are alerted when queries are submitted, responded to, or escalated. Full logs available.
Multi-role Access	Works for different user types – students, teachers, parents, employees, trainers, managers.

Why Use the Helpdesk Module?

For Educational Institutions:

• Clarify academic doubts, assignment instructions, fees, or class schedules.

• Reduce student drop-offs due to unanswered concerns.

• Maintain support logs to track satisfaction and issue types.

For Corporate Training:

• Allow employees to ask queries about HR policies, training modules, assessments.

• Improve L&D effectiveness with feedback loops and timely clarification.

• Enhance new hire onboarding with structured Q&A support.

For Healthcare & Pharma:

• Enable medical reps and doctors to raise product-related queries.

• Ensure clarity on compliance, training materials, drug usage protocols.

• Maintain traceable, auditable query records for accountability.

For Coaching Centers:

• Offer post-class support through doubt-solving tickets.

• Reduce reliance on WhatsApp, Telegram, and other informal platforms.

• Track faculty responsiveness and manage student experience better.

Key Benefits

• Centralized Query Management – No more scattered support via multiple channels

• Faster Response Times – With routing & escalation, SLAs are easier to maintain

• Improved Transparency – Students and admins see ticket status clearly

• Institutional Knowledge Base – Queries and answers can be reused to build FAQs

• Customizable Categories – Align with your structure: Academics, Tech, Finance, HR, etc.

How It Works – End-to-End Workflow

1. User Submits Query

• Enters subject or selects category

• Describes issue or doubt

• Hits submit

2. Auto-Routing to Admin

• Query routed to relevant admin for that category

3. Admin Reviews & Responds

• Admin replies via the dashboard

• Status turns from Blue to Green

4. Escalation if Needed

• No reply in 72 hrs? Auto-escalation to Super Admin

• Status turns Red

5. Logs & Notifications

• Logs available to admins and super admins

• Users notified when queries are updated

Use Case Scenarios

Use Case Scenarios

Sector	Helpdesk Use Example
Schools/Colleges	Doubt resolution, academic clarification, fee or schedule issues
Corporates	HR questions, training queries, compliance clarification
Healthcare/Pharma	Drug info, compliance-related queries, internal training clarification
Coaching Institutes	Class-related doubts, test schedule clarifications, feedback collection

FAQs

Q: Can we define our own query categories?
Yes, categories are fully customizable based on your organization’s structure.

Q: How long before a query is escalated?
The default is 3 days, but this can be configured.

Q: Can one admin handle multiple categories?
Yes. Admins can be mapped to one or more categories depending on your needs.

Q: Will users be notified of escalation?
Yes, users receive notification when the status of their query changes.

Q: Is it available in both Web and App?
Yes, the Helpdesk module works across Addmen’s Android app and web-based LMS.

Learning Management System Modules