Helpdesk - Student User Guide
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Student Helpdesk User Guide
The document lists the various ways through which the
student can access the helpdesk and raise his query.
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Student Helpdesk User Guide Page 1
Helpdesk and is now Faster, Better & Simpler
A responsive Helpdesk reduces the distance between Students and the University. It is the first point
of contact for students to get any clarification or information from the University.
A time- bound resolution of students’ query is our top priority at SMU-DE. We have overhauled our
helpdesk structure and the same is ready to service the students.
Our revamped single window HELPDESK will help you to clarify all issues pertaining to any of the
University’s Departments– e.g. Admissions, Academics, Examinations, Courseware Delivery and
EduNxt etc.
Highlights of HELPDESK
- Department wise classification of queries for better response time
- Commitment of query resolution within 3 working days
- Ticketing system of follow up where a reference number is allotted to each query
- Multiple means to raise a query – phone, email and online.
- Helpdesk manned by expert counsellors from each department so you can get relevant and specific
answers.
Learning from our past experience, we have documented all Frequently Asked Queries (FAQ) so that
you can get quick answers to most of your generic questions. 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 -
- Logging of Queries and issues via the Helpdesk Tab inside Myzone
- Logging of Queries and issues via the Helpdesk Tab inside EduNxt
- Logging of Student Queries and issues via email: [email protected]
- Logging of Queries and issues via the IVR Telephony System: 080-66748888
http://smude.edu.in/contact-us/student-helpdesk-faqhttp://smude.edu.in/contact-us/student-helpdesk-faqhttp://myzone.smude.edu.in/irj/portal?NavigationTarget=navurl:d07e7e512d2fffcdbdb6d347b358888chttp://myzone.smude.edu.in/irj/portal?NavigationTarget=navurl:d07e7e512d2fffcdbdb6d347b358888cmailto:[email protected]:[email protected]:[email protected]:[email protected]://myzone.smude.edu.in/irj/portal?NavigationTarget=navurl:d07e7e512d2fffcdbdb6d347b358888chttp://smude.edu.in/contact-us/student-helpdesk-faq
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Student Helpdesk User Guide Page 2
Accessing HELPDESK using SMUDE Website
1. For Accessing Student HELPDESK, kindly visit http://smude.edu.in/
Then click on “STUDENT HELPDESK” banner on the bottom right corner.
2. On clicking the “STUDENT HELPDESK” banner, the following page would be displayed with
two options for Query Resolution. You can choose either “Login to raise a query” option or
choose “Helpdesk FAQ” option.
CLICK HERE
http://smude.edu.in/http://smude.edu.in/http://smude.edu.in/http://smude.edu.in/
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Student Helpdesk User Guide Page 3
3. For faster resolution of queries click on “Helpdesk FAQ” button and browse through our rich
collection of FAQs ( http://smude.edu.in/contact-us/student-helpdesk-faq)
4.
FAQs on Admission, Courseware, 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
http://smude.edu.in/contact-us/student-helpdesk-faqhttp://smude.edu.in/contact-us/student-helpdesk-faqhttp://smude.edu.in/contact-us/student-helpdesk-faqhttp://smude.edu.in/contact-us/student-helpdesk-faq
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Student Helpdesk User Guide Page 4
5. Once you click on to “Login to raise a query” button, the following page would be displayed
where you have to type your user name and password & click on “LOG ON” button.
6. Post login based on the type of query you can choose your department & the associated function
inside that department. After providing the details pertaining to that query click on “Submit”
button.
CLICK HERE
CLICK HERE
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Student Helpdesk User Guide Page 5
ACCESSING HELPDESK USING My Zone
1. For accessing Student HELPDESK via Myzone kindly visit http://myzone.smude.edu.in , enter
your User Name & Password and click “LOG ON” button.
2. Once you click on “LOG ON” button, the following page would be displayed then click on
“HELPDESK ” tab which is on the top of the page.
CLICK HERE
CLICK HERE
http://myzone.smude.edu.in/http://myzone.smude.edu.in/http://myzone.smude.edu.in/
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Student Helpdesk User Guide Page 6
3. Post login based on the type of query you can choose your department & the associated function
inside that department. After providing the details pertaining to that query click on “Submit” button.
CLICK HERE
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Student Helpdesk User Guide Page 7
ACCESSING HELPDESK USING EduNxt
1. For accessing Student HELPDESK via EduNxt kindly visit http://edunxt.smude.edu.in/ , enter
your User Name & Password and click “Sign In” button
CLICK HERE
http://edunxt.smude.edu.in/http://edunxt.smude.edu.in/http://edunxt.smude.edu.in/http://edunxt.smude.edu.in/
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Student Helpdesk User Guide Page 8
2. Once you Sign in, go to “HELPDESK” tab which is on the top of the page & click on it.
3. Once inside the Helpdesk page you can choose your department & the associated function inside
that department. After providing the details pertaining to that query click on “Submit” button.
CLICK HERE
CLICK HERE
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Student Helpdesk User Guide Page 9
ACCESSING HELPDESK USING SMUDU FACEBOOK PAGE
1. Visit the SMUDE Facebook page available at: https://www.facebook.com/smudistanceeducation
and click on “CURRENT STUDENTS HELPDESK ” tab.
2. On clicking on Helpdesk Tab, 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.
CLICK HERE
CLICK HERE
https://www.facebook.com/smudistanceeducationhttps://www.facebook.com/smudistanceeducationhttps://www.facebook.com/smudistanceeducationhttps://www.facebook.com/smudistanceeducation
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Student Helpdesk User Guide Page 10
Accessing Helpdesk via Email
This feature allows a Student to log a ticket just by sending an email to [email protected]
from his registered email id (Registered in the University Records). The system will automatically
register the students query and immediately a response email is sent to the student with his ticket id. A
SMS is also triggered to the student at this juncture listing the Ticket ID and urging him to check his
email for details. In case if the student is sending the email from a non-registered email id, 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. So it is highly recommended that the
student registers his correct email id and phone number with the university. Once the Query is
resolved, again an automatic message is triggered to student along with an SMS stating that his query
has been resolved. The resolution message also provides the student the flexibility to reopen the query
if he is not satisfied with the resolution. In case if he is satisfied then he can provide his feedback and
close the query.
Notification to Student on Receipt of Query – Sample
mailto:[email protected]:[email protected]:[email protected]:[email protected]
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Student Helpdesk User Guide Page 11
Notification to Student on Resolution of Query - Sample
ACCESSING HELPDESK via IVR TELEPHONY SYSTEM
1. Call the following IVR number: 080-66748888
2. Choose the department from which you want to connect.
3. Based on the chosen department you would be connected with the executive of that department
who would resolve your query pertaining to that department.
