Students who attend classes at your campus can send it a complaint or a suggestion from their portal. You read and answer them under Support → Complaints & suggestions. Each item is a conversation: you reply, the student can write again, and you move it to resolved or closed.
Anonymous items
A student can tick Send anonymously. The item then reaches you as from Anonymous student: the portal, your emails and the CSV carry no name, email or student code. Answer it in the portal as usual; the student reads your reply in theirs. NSDP administration can see who sent it, so the box stays safe from misuse.
The 3-working-day answer time
- The clock starts when the student writes and stops when you reply. A message sent on a Saturday or Sunday starts the clock on Monday.
- If the student writes again after your reply, a new 3 working days start.
- Past the due time an open item is flagged Overdue, you are emailed once, and NSDP can see it.
- Changing the status alone does not stop the clock; a reply does (or marking it resolved or closed).
Statuses
What each status means
- NewJust arrived. Your first reply moves it to in progress.
- In progressYou are working on it.
- ResolvedDone. If the student writes again it reopens as in progress.
- ClosedFinished; nobody can write on it. Only NSDP can reopen it.
When the student asks NSDP to step in
A student who is not satisfied, or has waited too long, can ask NSDP to step in once. The item is marked With NSDP and you are emailed with the student's reason. NSDP can reply on the same conversation and change its status.
FAQ
Can we find out who sent an anonymous item?
No. Answer it in the portal; if it needs the student's details, ask them in your reply.
Our campus is suspended. Can we answer?
You can read everything but cannot reply or change statuses until NSDP reactivates the campus.