Exploring the Potential of a Ticketing-Based Student Support System for Open and Distance e-Learning Institutions

Abstract

Quality assurance in higher education can be examined in multiple dimensions, one being effective student support. It is arguably one of the most important aspects of an educational institution. This paper argues for the potential benefits of a ticketing-based system as part of an open and distance e-learning (ODeL) institution’s quality assurance initiatives in student support. In order to determine the ticketing-based system’s potential benefits, various educational ticketing-based support systems are reviewed. Aside from document reviews, interviews with the program chair, students, and support staff were also conducted as a way to identify the primary student support challenges in ODeL. Some of the issues that arose had to do with personalized support and interaction; response times; consistent and accurate solutions; clearly defined academic processes and policies; record keeping; the bulk of queries; and information lost during staff turnover. Interview data also revealed a set of criteria used to qualify excellent student support services both from an institutional and student perspective. Lastly, ODeL student support challenges that can be addressed by a ticketing-based system were assessed by analyzing the experiences of students, support staff, and faculty.