How to Use This System
A step-by-step guide for students and staff
For Students — Submit a Concern
Enter Your Email
Visit the Student Portal and enter your school email address to identify yourself. No password needed.
Choose a Category
Select the type of concern — Materials, Teaching Style, Food & Accommodation, Ocean Class, or others.
Describe the Issue
Fill in the details of your concern. For class or teacher issues, include the teacher name and course.
Track via Email
You'll receive email updates as your ticket is assigned, progressed, and resolved by the team.
For Students — Request a Class Change
Open the Form
Click "Submit Class Change" from the homepage or scan the QR code provided by your school.
Fill in Your Details
Enter your name, email, current class, and the reason for requesting a change (time, teacher, course type, etc.).
Submit the Request
Your request is sent directly to the admin team for review. You'll receive a confirmation email immediately.
Await Approval
The admin team will review your request and contact you with the outcome within the SLA window.
Class Change Request — SOP & Deadlines
Student Request & Adjustment Process (SOP)
Step 1
Submission Deadlines
Request Deadlines (Mon–Wed)
4:30 PM: Final cut-off for processing.
5:00 PM: Strict Deadline. No more requests accepted.
Thu/Fri: All requests submitted these days take effect the following week.
Step 2
Seasonal Processing
Low Season
Depending on the students' requests
Peak Season
Next Day (if feasible)
Note: Submit before 4:30 PM to give our team time to prep your materials!
Step 3
Confirmation
Once approved
Notify the student of the effective start date.
For Staff — Managing Tickets
Log In to Admin Portal
Click "Admin Login" and sign in with your staff email and password. Country Managers see only their region's tickets.
Review Incoming Tickets
New tickets appear in the Tickets dashboard. Assign them to yourself or a colleague and set the status to In Progress.
Reply & Update
Add internal notes or send a reply directly to the student. The student receives an email notification automatically.
Resolve & Close
Mark the ticket as Resolved once the issue is addressed. Metrics and SLA timers update in real time on the dashboard.
System Features
QR Code Access
Students can scan a QR code to jump directly to the correct concern category — no navigation needed.
Real-Time Tracking
Receive email updates and track your ticket status in real time through your student portal.
Smart Routing
Concerns are automatically routed to the right team by category and country — no delays, no confusion.
Live Analytics
Admins monitor KPIs, resolution times, and team performance through a live analytics dashboard.