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Solve common Help Inbox issues

Updated

This article is for Pulse Stewards, Directors and Teachers.

Old help requests keep showing up on my Help Inbox

Old help requests appear in your Help Inbox when:

  • You haven’t acknowledged the help request.
  • You haven’t marked the request as done.
  • (For Pulse Directors) You haven’t archived the request.
If you... Do this:
Received the help request or it’s in My Inbox

Mark the help request as DONE once you’ve addressed or referred the request.

Have oversight of the help request or it shows up in your Team Inbox, but you did not receive the request
  1. Check that the request was resolved by the staff member it was sent to and it’s marked as DONE.
  2. Go to Team Inbox > Resolved/Referred Requests, open the help request, and select ARCHIVE.


Learn more about actioning help requests in Pulse Help Inbox.

Someone who made a help request has left the school. Why does their help request still appear in my Inbox?

The Help Inbox shows all help requests received in the current academic year, whether the requestor has left or is still at your school.

  • If you’re the staff they reached out to for help, action the request, so your Pulse Director can archive it.
  • If you have oversight of their group (e.g. a Pulse Steward or Director), advise the staff member they asked for help to acknowledge and resolve the request. Archive the request from your Team Inbox.

How do I archive help requests that have been resolved by my team?

Archiving help requests can only be done by a Pulse Director and acts as a final acknowledgement that a help request has been appropriately actioned.

To archive a help request:

  1. Go to Help Inbox > Team Inbox > Resolved/Referred Requests.
  2. Select the help request.  
  3. On the Request Details pop-up, select ARCHIVE.

If the above steps fail to resolve the issue, contact help@linewize.com (US) or help@linewize.io (ANZ). Provide details of the help request that can’t be archived.

(For Pulse Directors) A staff member who has left the school still has unresolved help requests. How do I resolve these requests?

You can’t resolve a help request that was not sent to you, and it will keep appearing in your Team Inbox as unresolved.

Contact help@linewize.com (US) or help@linewize.io (ANZ) with the help request details:

  • Name of the student who sent the request
  • Name of the staff member who received the request
  • Date and time the request was received
  • (Optional) Screenshot of the request details

Our support team will move the request to Resolved/Referred. You can then archive the request.