Support Your Learners
As NovoEd does not offer direct learner support, admins should coordinate with their team on setting up a learner support process. If admins are not able to answer a learner question, admins may escalate it to our Support Team by creating a ticket.
NOTE: As many learner inquiries are specific to course facilitation, learners should not email hello@novoed.com directly.
Best Practices for Supporting Learners
- Create a custom email address for all course- and/or program-related questions [coursehelp@example.com].
- Include the email in the Help menu in your on NovoEd course.
- Include the custom email address at the bottom of all course communications.
- Create a discussion component for course-related questions. We recommend that this discussion thread is moderated by an admin.
- Add admins to the Teaching Team Directory and direct learners to contact them there.
- Provide information on who to contact if there are questions in a lesson page.
Knowledge Base Articles for Learners
To help support learners, we have a selection of Knowledge Base articles available in these two categories:
Learners do not need to log in to access those articles.
Contacting Customer Support
Admins Only: Are you a NovoEd admin in need of technical support? Visit our article, Contact NovoEd Support, for more information.
Learners: The NovoEd Support Team cannot enroll users in courses and cannot answer questions regarding the facilitation of courses. If you are a learner and have course-specific questions, please reach out to your Teaching Team.