Student HelpdeskUser Guide The document lists the various ways through which the student can access the helpdesk and raise his query. Logging of Queries and issues via the Helpdesk Tab inside Myzone .Logging of Queries and issues via the IVR Telephony System: 080-66748888 Student Helpdesk User Guide Page 1 .Logging of Queries and issues via the Helpdesk Tab inside EduNxt .Multiple means to raise a query – phone. It is the first point of contact for students to get any clarification or information from the University. Learning from our past experience.Logging of Student Queries and issues via email: [email protected] and is now Faster. Highlights of HELPDESK . we have documented all Frequently Asked Queries (FAQ) so that you can get quick answers to most of your generic questions.edu.Department wise classification of queries for better response time .Helpdesk manned by expert counsellors from each department so you can get relevant and specific answers. You can access the FAQ section here Frequently Asked Questions (FAQs) If you still have a query that needs a response you can do that by the following means . A time-bound resolution of students’ query is our top priority at SMU-DE. Our revamped single window HELPDESK will help you to clarify all issues pertaining to any of the University’s Departments– e. email and online. Admissions.g.Ticketing system of follow up where a reference number is allotted to each query . . Better & Simpler A responsive Helpdesk reduces the distance between Students and the University.Commitment of query resolution within 3 working days . Academics. Courseware Delivery and EduNxt etc.in . We have overhauled our helpdesk structure and the same is ready to service the students. Examinations. For Accessing Student HELPDESK. CLICK HERE 2. On clicking the “STUDENT HELPDESK” banner. Student Helpdesk User Guide Page 2 . the following page would be displayed with two options for Query Resolution. kindly visit http://smude.edu. You can choose either “Login to raise a query” option or choose “Helpdesk FAQ” option.in/ Then click on “STUDENT HELPDESK” banner on the bottom right corner.Accessing HELPDESK using SMUDE Website 1. For faster resolution of queries click on “Helpdesk FAQ” button and browse through our rich collection of FAQs ( http://smude.in/contact-us/student-helpdesk-faq) 4. Courseware.edu. CLICK HERE Student Helpdesk User Guide Page 3 .3. FAQs on Admission. Exams and IA department are available on the above shown page. In case if the FAQ does not answer your query you can click on “Login to raise a query” button to raise your query with any of the University’s Department. CLICK HERE Student Helpdesk User Guide Page 4 .5. the following page would be displayed where you have to type your user name and password & click on “LOG ON” button. After providing the details pertaining to that query click on “Submit” button. CLICK HERE 6. Once you click on to “Login to raise a query” button. Post login based on the type of query you can choose your department & the associated function inside that department. in . Once you click on “LOG ON” button.edu. the following page would be displayed then click on “HELPDESK” tab which is on the top of the page.ACCESSING HELPDESK USING My Zone 1.smude. CLICK HERE 2. CLICK HERE Student Helpdesk User Guide Page 5 . For accessing Student HELPDESK via Myzone kindly visit http://myzone. enter your User Name & Password and click “LOG ON” button. 3. After providing the details pertaining to that query click on “Submit” button. Post login based on the type of query you can choose your department & the associated function inside that department. CLICK HERE Student Helpdesk User Guide Page 6 . edu.smude. For accessing Student HELPDESK via EduNxt kindly visit http://edunxt.ACCESSING HELPDESK USING EduNxt 1. enter your User Name & Password and click “Sign In” button CLICK HERE Student Helpdesk User Guide Page 7 .in/ . Once inside the Helpdesk page you can choose your department & the associated function inside that department.2. CLICK HERE Student Helpdesk User Guide Page 8 . go to “HELPDESK” tab which is on the top of the page & click on it. CLICK HERE 3. After providing the details pertaining to that query click on “Submit” button. Once you Sign in. com/smudistanceeducation and click on “CURRENT STUDENTS HELPDESK” tab.facebook. CLICK HERE Student Helpdesk User Guide Page 9 . Visit the SMUDE Facebook page available at: https://www. On clicking on Helpdesk Tab. CLICK HERE 2. the following login page would appear and post login the helpdesk page would be displayed where you can raise your query pertaining to respective department.ACCESSING HELPDESK USING SMUDU FACEBOOK PAGE 1. the ticket of the student will be logged in the system but he would not receive an automatic response from the system and also no SMS would be triggered in such cases. In case if he is satisfied then he can provide his feedback and close the query.in from his registered email id (Registered in the University Records). Notification to Student on Receipt of Query – Sample Student Helpdesk User Guide Page 10 . So it is highly recommended that the student registers his correct email id and phone number with the university.Accessing Helpdesk via Email This feature allows a Student to log a ticket just by sending an email to smuhelpdesk@smudde. The system will automatically register the students query and immediately a response email is sent to the student with his ticket id. Once the Query is resolved.edu. The resolution message also provides the student the flexibility to reopen the query if he is not satisfied with the resolution. A SMS is also triggered to the student at this juncture listing the Ticket ID and urging him to check his email for details. again an automatic message is triggered to student along with an SMS stating that his query has been resolved. In case if the student is sending the email from a non-registered email id. Call the following IVR number: 080-66748888 2.Notification to Student on Resolution of Query . Based on the chosen department you would be connected with the executive of that department who would resolve your query pertaining to that department. 3. Choose the department from which you want to connect.Sample ACCESSING HELPDESK via IVR TELEPHONY SYSTEM 1. Student Helpdesk User Guide Page 11 .