Support & requests
One place to ask the platform team for help, report a bug, or request a feature — with a reference you can quote, a visible status, and a published response time.
Support & requests is the CLIP team's single channel to the platform team. Anything you'd otherwise send by WhatsApp or a direct email — something broken, something confusing, or something CLIP should be able to do but can't yet — goes here instead.
The point isn't formality. It's that a request raised here gets a reference, a published response time, and a status you can see without having to ask whether anyone read it.
Open it from the tools menu — the grid icon beside your name, on any page — or go straight to /support. It's available to the Faculty and Admin roles. Learners don't see it; they have their own routes for questions and enquiries.
Raising a request
Picking the right type
| Type | Use it when |
|---|---|
| Support | Something is confusing, or you're not sure how to do it. There are no silly questions — if it wasn't obvious to you, that's worth knowing. |
| Bug | Something is broken, wrong, or behaving unexpectedly. |
| Feature request | Something the platform should do but doesn't yet. |
| Access / account | Logins, permissions, or a learner who can't get in. |
For feature requests, describe the goal — not the button
Tell us what you're trying to achieve rather than how you think it should be built. "I need to mark on the train without signal" tells us far more than "add a download button" — and often has a better answer.
When you'll hear back
Every request carries a published target for a first reply from a person. That's a reply, not necessarily a fix — but it's a real human response, not an auto-acknowledgement.
| Urgency | First reply | Use it when |
|---|---|---|
| Urgent | within 1 hour | Learners are affected right now. |
| High | within 6–12 hours | It's blocking your work. |
| Normal | within 24–48 hours | The default. |
| Low | within 5 working days | Whenever you get to it. |
The clock starts when you press send and stops at the first staff reply. You can see where any request stands on your own list, and the platform team is alerted automatically the moment one goes past its target — so a missed deadline surfaces itself rather than going quiet.
Please use Urgent honestly
Urgent jumps the queue. If everything is marked urgent, nothing is, and the requests that genuinely are urgent get lost behind the ones that aren't.
If you re-triage a request before anyone has replied — say a Normal turns out to be Urgent — the deadline moves with the new priority, so the clock always reflects what the request actually is.
After you send
Your request gets a reference like CLIP-014. Quote it anywhere — in a meeting, on WhatsApp, in a corridor — and the team will know exactly what you mean.
Everything you've raised is listed under Your requests with its current status:
| Status | Meaning |
|---|---|
| New | Received, not yet picked up. |
| In progress | Someone is working on it. |
| Resolved | Done — the reply explains what changed. |
| Closed | No further action (a duplicate, or withdrawn). |
Replies from the team appear in the thread and you're notified in-app. If you remember something afterwards — a learner's name, the exact time it happened — open the request and add a note; it goes straight back to the team.
Don't include passwords
Never paste a learner's password into a request. If it's an access problem, the learner's name or email is enough for us to act on.
For admins: working the queue
Admins work requests at Admin → Team requests (/admin/requests).
The queue is ordered the way it should be worked: anything past its promised reply time floats to the top, then New before In progress, then by urgency, then oldest first. The list defaults to open requests — Show all includes resolved and closed ones.
Opening a request gives you the full thread plus a triage row:
Press Update to apply. The person who raised it is notified when the status changes, and emailed when it's resolved or closed.
Draft with Moe
In the reply box, Draft with Moe writes a first draft for you. Moe reads the ticket and the conversation so far, and produces a reply that restates the problem, says what happens next, and asks for anything genuinely missing.
Moe drafts, you send
The draft lands in the reply box for you to edit. Nothing reaches the person who raised it until you press Send — the words that go out are always yours. Moe never replies to anyone on its own.
Moe is deliberately conservative here: it won't invent a cause, a release date, or a setting that doesn't exist, and it won't promise a feature. If a diagnosis is uncertain it will say what to check or ask for instead.
Where requests are sent
A new request reaches the platform team three ways at once — in-app, by email, and by WhatsApp. The WhatsApp nudge exists because an Urgent request only has a one-hour clock, and email alone isn't reliably seen inside it.
Emergencies still call
A live class that can't start, or an exam-day failure, is a phone call — not a ticket. Everything else belongs here, where it's tracked.
Learner questions
Answer the questions your learners raise — a tenant-scoped queue where you reply, close the loop, and notify the learner, with a history of everything already answered.
For Admins — overview
The admin area landing page: who can reach it, what the Overview dashboard shows, and links to every admin tool.