Success Story Open University of Sri Lanka

Sri Lankan University Helpdesk System Powered by UVdesk Open Source


Sri Lanka




Sri Lankan University Helpdesk System Powered by UVdesk Open Source

Open University of Sri Lanka (OUSL) is a public university in Sri Lanka that offers distance education programs to students. Established in 1975 and it has more than 35,000 students enrolled in its main campus and various other regional centres located in the country.

OUSL is currently ranked as No.9 among Sri Lankan Universities and No. 6353 among international Universities.

OUSL offers a wide range of undergraduate and postgraduate degree programs, diploma programs, and certificate courses in various disciplines. Such as arts, management, engineering, law, education, natural sciences, social sciences, and health sciences.

The university also offers a number of professional courses and continuing education programs. One of the unique features of OUSL is its flexible learning system, which allows students to study at their own pace and convenience.

Students can access learning materials and interact with tutors and fellow students through online platforms, as well as attend face-to-face sessions at regional centres and study centres located throughout Sri Lanka.

OUSL has a diverse student body, with students from different age groups, backgrounds, and regions of Sri Lanka. The university is committed to providing high-quality education that is accessible and affordable to all and has been recognized for its contributions to distance education in Sri Lanka and the region.

Online Distance Learning Courses

Open and Distance Learning (ODL) is an approach to education that offers flexible access to learning opportunities to anyone, anywhere, and at any time.

ODL is especially useful for someone who is unable to access education opportunities where they are provided.

For these students, online and distance learning opportunities need to be offered where they are resided, and provided at a time that best suits them and their circumstances.

ODL also offers students options in relation to admission and a selection of courses, making it particularly suitable for learners who wish to continue with their education while in occupation or busy with household work.

Learning Management System (LMS)

OUSL (Open University of Sri Lanka) delivers its study resources through an online course website which has a combination of learning materials, and self-study guides. It also provides offline (face-to-face) sessions to students at study centres located in the country.

The university uses multiple LMS systems to distribute online learning materials including video lectures, e-books, and interactive learning activities that students can access at their own speed and comfort.

Why Education Institutes Need Helpdesk Solution?

The Open University of Sri Lanka, like any other educational institution, receives a large number of queries and support requests from students and staff members on a daily basis.

These queries can be related to various aspects of the university’s academic and administrative services, such as course registration, examination schedules, scholarship, technical issues with the online learning platform (LMS), and so on.

To manage these queries effectively, the university needs a centralized system that can track, prioritize, and assign them to the appropriate support staff members for resolution.

With a custom helpdesk software solution like UVdesk, the universities can:

  • Allow learners and staff to submit their queries through a web-based portal.
  • Enable the helpdesk team to prioritise and manage these queries efficiently.
  • Track the progress of each query and ensure it resolves within a reasonable timeframe.
  • Allow universities to analyze the types of queries they receive and identify areas for improvement.

Overall, a helpdesk software solution can help the Open University of Sri Lanka provide timely and effective support to their students and staff members, enhance their service experience, and streamline their support operations.

OUSL Helpdesk Powered by UVdesk

The Open University of Sri Lanka uses UVdesk for its helpdesk system. With OUSL Helpdesk, it allows learners to submit their queries and receive support from the helpdesk team.

UVdesk, built on the Symfony framework, is a free and open-source helpdesk software that is helping many organizations worldwide, and the Open University of Sri Lanka has chosen it as their preferred service desk solution.

This can help the university in managing its support tickets easily and provide timely and effective support to its students and members.

Knowledgebase Resources

To organize the information, separate folders and categories are available in the knowledge base for some of the common information. These folders include relevant articles according to different departments, faculties, and units.

Automated Ticket Allocation

Further, if someone is not able to find a solution from the knowledge base resources, they can simply create a ticket using their OUSL email ID or use any valid email address.

With the information filled in and the ticket type selected, the ticket system automatically sends the request to the relevant department.

The students also receive email notifications with a link to track and confirm that their ticket is successfully submitted and get an update whenever any reply is made from the support end.

Moreover, the students can also login into the OUSL Helpdesk system by creating credentials. With the student’s OUSL Helpdesk account created, they can view their tickets, check their ticket status, and further add replies through the UVdesk support system.

Student Helpdesk System

With the Open University of Sri Lanka case study, we can understand how UVdesk is also helping organizations from the education sector.

Through UVdesk, the OUSL is able to manage a large number of queries and support requests. And also build a knowledge base system to organize relevant articles and have access to the automated ticket system to allocate and process queries to the relevant departments.

To conclude, UVdesk opensource helpdesk software solution is helping OUSL to provide better assistance to its students and streamline its internal operations.

Thank you for reading the Open University of Sri Lanka case study, we hope you find it beneficial. For more updates follow UVdesk on FacebookTwitter and YouTube and discover more UVdesk customer success stories.

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