# Institute Student Support

User Type: **Training Institute** (Sub-Admin: Institute Student Support)
Source: *Mi Digital Academy - Education CRM Features Document*

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## Institute Student Support

The Student Support role is the institute's front line for students: handling queries and technical issues, processing account-related requests, resolving course and account access problems, monitoring engagement, and communicating with students. They have no access to billing, license management, analytics administration, or content creation.

### 1.1 Student Queries & Technical Issues
**What it does:** Lets the Student Support agent handle student queries and technical issues through a ticketed workflow: receiving, triaging, resolving, and closing queries with full history.

**Sub-features:**
- Student query inbox (tickets with priority and status)
- Triage and categorize queries (technical, account, content, other)
- Respond to and resolve queries
- Escalate unresolved queries to the Institute Admin or platform support
- Query history and resolution notes
- Available on web and mobile
- Event logging (received, triaged, responded, resolved, escalated)
- Audit logging of query handling

**Institute Student Support User Journey:**
1. The Student Support agent opens the Query Inbox and sees 12 open tickets.
2. Triages a "video not loading" ticket as technical and a "password reset" ticket as account.
3. Responds to the password reset ticket with the reset flow; the student confirms and the ticket resolves.
4. Escalates the video issue to platform support with the student's device details attached.
5. Reviews the query history to confirm resolution notes are recorded.
6. The agent opens Profile → "Activity" and confirms the query events are recorded.

**Rules & Edge Cases:**
- Tickets are scoped to the agent's own institute's students only.
- A ticket cannot be closed without a resolution note.
- Escalated tickets remain visible to the agent with the escalation status.
- Response and resolution timestamps are recorded per ticket.
- All query handling actions are audit-logged with the actor and timestamp.

### 1.2 Account & Access Requests
**What it does:** Lets the Student Support agent process account-related requests (registration, profile changes) and resolve course/account access issues for students.

**Sub-features:**
- Process registration requests (verify and activate student accounts)
- Process account change requests (name, email, grade, batch)
- Resolve course access issues (missing assignment, wrong batch)
- Resolve account access issues (locked, suspended, seat not active)
- Request status tracking per student
- Available on web and mobile
- Event logging (request received, processed, access fixed)
- Audit logging of account and access actions

**Institute Student Support User Journey:**
1. The Student Support agent opens Account Requests and sees a new registration request.
2. Verifies the student's details against the institute's enrollment list and activates the account.
3. Processes a change request: updates a student's batch from "Batch A" to "Batch B".
4. Resolves a course access issue: re-assigns the Mathematics course to the student.
5. Reviews the request status list to confirm all requests are resolved.
6. The agent opens Profile → "Activity" and confirms the account and access events are recorded.

**Rules & Edge Cases:**
- Registration activation requires the student to be within the institute's licensed seat count; if no seat is available, the request is queued and the Billing Manager is notified.
- Account changes are limited to the fields the role may edit; license and billing fields are not editable.
- Every account change is recorded with before/after values.
- All account and access actions are audit-logged with the actor and timestamp.

### 1.3 Engagement Monitoring & Alerts
**What it does:** Lets the Student Support agent monitor student engagement and send alerts and in-app communication to students who need attention.

**Sub-features:**
- Monitor student engagement (activity, inactivity, drop-off)
- Inactive student list (no activity beyond threshold)
- Send alerts to individual students
- Send in-app communication (messages, nudges)
- Communication history per student
- Available on web and mobile
- Event logging (alert sent, message sent)
- Audit logging of alerts and communication

**Institute Student Support User Journey:**
1. The Student Support agent opens Engagement Monitoring and reviews the inactive student list.
2. Identifies a student with no activity for 14 days.
3. Sends an in-app nudge: "Welcome back — your next lesson is ready."
4. Sends an alert to a student whose assessment is due in 2 days.
5. Reviews the communication history for the student to confirm the messages are recorded.
6. The agent opens Profile → "Activity" and confirms the alert and message events are recorded.

**Rules & Edge Cases:**
- The inactivity threshold is configurable by the Institute Admin; the agent views but does not change it.
- Alerts and messages can only be sent to students within the agent's own institute.
- Communication is logged per student with the content summary and timestamp.
- Bulk sends are rate-limited to prevent student overload.
- All alert and communication actions are audit-logged with the actor and timestamp.

### 1.4 Student Progress Reports
**What it does:** Lets the Student Support agent generate student progress reports for individual students to support queries, parent communication, and re-engagement.

**Sub-features:**
- Generate individual student progress reports
- Report content: course progress, assessment results, activity summary
- Export reports (PDF) for sharing
- Share reports by secure link
- Report generation history
- Available on web and mobile
- Event logging (generated, exported, shared)
- Audit logging of report generation and sharing

**Institute Student Support User Journey:**
1. The Student Support agent receives a query: "What is my child's progress?"
2. Opens the student's record and generates a progress report.
3. Reviews the report: course progress, assessment results, and activity summary.
4. Exports the report as PDF and shares it by secure link with the parent.
5. Reviews the report generation history to confirm the action is recorded.
6. The agent opens Profile → "Activity" and confirms the report events are recorded.

**Rules & Edge Cases:**
- Reports are scoped to individual students within the agent's own institute.
- Share links are controlled and expirable.
- The agent views progress data read-only; they cannot modify it.
- Report generation events (generated, exported, shared) are logged with the account and timestamp.
- Report generation and sharing is audit-logged with the account and timestamp.

### 1.5 Role Restrictions
**What it does:** Defines what the Student Support agent explicitly cannot do, enforcing separation of duties from billing, license management, analytics administration, and content creation.

**Sub-features:**
- No access to billing, invoices, or payments
- No access to license purchase or seat management
- No access to advanced analytics administration
- No access to content creation or curriculum
- No access to integration management (LMS, SIS)
- No access to sub-admin management or branding
- Available on web and mobile
- Event logging (denied access attempts)
- Audit logging of denied access attempts

**Institute Student Support User Journey:**
1. The Student Support agent logs in and reviews their navigation: Query Inbox, Account Requests, Engagement, Progress Reports.
2. Attempts to open Billing & Licensing via a shared link.
3. The system denies access and logs the attempt.
4. The agent opens Profile → "Activity" and confirms the denied access event is recorded.

**Rules & Edge Cases:**
- Denied access attempts are logged with the account, target screen, and timestamp.
- The restriction set is enforced at the API layer, not only the UI — direct endpoint calls are denied.
- The agent's data scope is always their own institute's students.
- Role restrictions cannot be overridden by the agent; only the Institute Admin or Super Administrator can change the role.
- All denied access attempts are audit-logged with the account and timestamp.