Describe the teaching problem before the tool symptom
A useful support question explains what learners are trying to do, what happens instead, and which course tool is involved. Share only the information needed to describe the issue; do not include sensitive learner information in a general support request.
Example: “In the course discussion activity, learners can open the prompt but cannot find where to add a reply. The issue occurs in the discussion area on the course site.” This is more actionable than “The course site is broken.”
Choose the kind of help that fits
Separate a teaching-design question from a tool-access or technical issue.
Instructional-design question
Use this route when the tool is available but the activity, sequence, or learner instructions need a design conversation.
- Describe the learning goal and the learner action.
- Explain what feels unclear or difficult to follow.
- Ask for help shaping the activity or course flow.
Tool-access or technical issue
Use this route when a course tool does not open, a feature behaves unexpectedly, or access appears to be missing.
- Name the course tool and the activity involved.
- Describe the expected action and what happens instead.
- Include relevant troubleshooting details while omitting sensitive learner data.