Help

This plugin allows to manage a moodle based decentralized helpdesk with three support levels. It basically works with Moodle forums. The 1st level support works on course level, so you can create as many support courses as you like (in our case we have a bunch of schools in our Moodle, each school has its own support course).
All 2nd and 3rd level support members get access to certain discussions in those forums, after the 1st level support forwarded an issue.
moodle-local_edusupport
How to configure edusupport?
This plugin allows to manage a moodle based decentralized helpdesk
with three support levels. It basically works with Moodle forums. After
you installed the plugin, you should navigate to the Website
Administration > Plugins > Local plugins > Help and set up your
support site’s team (only 2nd and 3rd level).
Choose your support team (only 2nd and 3rd level supporters)
If you enter a support level, this user will belong to the 3rd level,
you can enter any label here (e.g. a special topic for that user like
‘technical’, ‘pedagogy’, …), so that the 2nd level can decide to whom
they should forward special issues. Leave the support level empty for
2nd level support users.
Choose your support forums
Now you need to create at least one course with one general forum and
mark it as a supportforum in the course settings of each course (only
site administrators can do that).  You can also decide here if a forum is marked as site wide supportforum. Only 1 forum can be set as site wide supportforum. If you enable it, all users that open the “help”-modal will be automatically enrolled into that course with the student-role and a group for that user will be created. This ensures private communication in that supportforum, so it is recommended to set the groupmode to “separated groups” in that forum.
All users with the teacher role in this course will be the 1st level