When a customer comes to you with an issue, the first step is to properly identify the problem. An issue is identified and can be sent to the support team if you know the following:
- Who pushed the button?
- What button was pushed?
- What happened after the button was pushed?
Who pushed the button?
Since different users (students, instructors, admins, etc.) can see different content, identifying the user who is experiencing the issue is key.
You need to provide the name and email address of the user experiencing the problem so that we can locate their account and reproduce the issue.
Occasionally, an instructor will get in contact on behalf of a student. In this case, remember that the student is the one experiencing the problem, so you need to provide their information.
What button was pushed?
Knowing what action the user tried to take gives essential context for the root of the problem. For example, "the user can't log in" does not give enough information to begin investigating a potential issue, while "the user enters their email and password on the login screen and then presses 'submit' but then nothing happens," tells us where we can start looking for a problem.
What happened when the button was pushed?
Find out from the user what result they get when they after pushing the button. From the previous example, "can't log in" doesn't tell us what actually happens. In this case, "nothing happens" can be a legitimate answer, but any additional information is valuable. Do they get an error message? Does the mouse cursor "spin" forever? Does the page load blank? Clarity on what IS happening when something ELSE should be happening is important.
Following these steps is essential to solving issues our users may encounter. Additionally, asking clarifying questions of the user to collect this information may lead you to the answer right away. If a student says "I can't access my lessons," you may discover that the reason is because they haven't completed the course's prerequisites or the instructor has set the lessons to be date locked, in which case there is no technical issue at all and the student simply needs to be informed of procedure.
Student John Doe ([email protected]) at Hogwarts University can't access Cloud. [section name, URL, etc.] Can you help us resolve this?
Who: Student John Doe
What button: Information missing
What happened: Information missing
This report includes Who (Student John Doe), but does not describe What John attempted to do or What happened when he did so.
Student John Doe ([email protected]) at Hogwarts University can't access Cloud. The school uses LTI links and he is clicking on the Getting Started link in his LMS. [section name, URL, etc.] Can you help resolve this?
Who: Student John Doe
What button: Getting Started link
What happened: Information Missing
This report includes Who (Student John Doe) and What (Getting Started link in LMS), but does not describe What happened.
There seems to be a problem with the questions that required dragging and dropping. Student Jane Doe ([email protected]) alerted me to the problem this morning. He contacted customer support, who agrees that there is a problem. The problem is in lesson Anions, Cations, and Ionic Reactions. [Course URL]
Who: Student Jane Doe
What button: Information missing
What happened: Information missing
This report also includes Who (Instructor Sam Adams), but not What or What happened.
- Which question has the issue? (A question type is not the answer here, we're looking for something like "Exploration page 2, question 1")
- What is the issue? "A problem," doesn't tell us what the problem is. "The answer does not move when the student clicks and drags it," gives us information to work with.
Instructor Sam Adams ([email protected]) at Hogwarts University can't grade student Jane Eyre's Getting Started lesson. The lesson title is grayed out and he is unable to click it to enter the grading module. [section name, URL, etc.]
Who: Instructor Sam Adams
What button: Lesson title
What happened: Nothing
This report includes Who (Instructor Sam Adams), What (lesson title), and What happened (nothing, because it is grayed out) which gives the support team the information they need to begin investigating the issue.
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