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:

1. General Help

2. Learners

 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.