Raising a help request

NetSupport School allows a Student to request help from a Tutor. They do this either by selecting the Request Help command from the Student menu (assuming that it has not been configured for quiet mode, which hides the Student icon) or by pressing the hotkeys set in the Student Configurator.

Note: If the Student Toolbar is enabled, Students can request help by clicking on the Help request icon.

To raise a help request

  1. Press the hotkeys, usually ALT+LSHIFT+RSHIFT.

    Or

    Click the Help request icon in the Student toolbarClosed Provides feedback to the Student on the current lesson and they can access their work and interact with the Tutor from here..

    Or

    Right-click the Student icon in the system tray and select Request Help.

  2. This opens a dialog box into which the Student can type the message.

  3. Click OK.

  4. The help request will then be sent to the connected Tutor.

Note: Students can send an alert to the Tutor when work is complete, they need help or they need urgent help. They do this by clicking the Help Request icon in the Student Toolbar, selecting an option from the Alert Teacher drop-down list and clicking OK. The Student Toolbar will change colour depending on the alert selected. The Student icon at the Tutor will change colour to notify the Tutor what alert has been raised; green for work is complete, amber for help needed and red for urgent help needed.

The Tutor can request support directly from a technician. A Support Support icon icon can be displayed in the Tutor Console caption bar, allowing the Tutor to chat or send a message directly to the technician. This feature needs to be enabled in the Tech Console.

See also:

Dealing with help requests

Chatting to Students