Support Assistance
Chat is not the best tool for trying to show a support technician the result that needs resolution. At Collin College we use Canvas LMS and although it has issues, it seems it has less roadblacks, hiccups and snafus than NetAcad does. The Grades task and application does not seem to be designed with the instructor in mind. When there are questions like why did it do that or where did that come from or why is showing me that or why did it go there, it would facilitate the resolution if I could show the the person how it happens, screen by screen. Well you don't do that with chat. How about ZOOM. You know, ZOOM, ZOOM! How about pictures are worth a 1000 words. Revamp the process, please.
Mark Phelps
shared this idea
AdminSandra Ray
(Customer Support Director, or Executive, Cisco Networking Academy)
responded
Thank you for posting to Share Idea. The Support staff does have the ability to do WebEx sessions with individuals when/if needed. If you find you are having a difficult time discussing an issue in the Chat conversation please feel free to ask the agent if it would be possible to have a WebEx with them. Sometimes they can not do one at that moment but we can work with you to schedule a meeting.