On this page
Beyond courses and commerce, your admin panel includes an add-on store that extends the platform, a reporting suite, and two inboxes: support tickets and contact inquiries. This article covers all four for platform admins.
Where to find it
Everything lives in the admin panel at /admin:
- Add-Ons: sidebar Subscription Plans, then Add-Ons (/admin/addons).
- Reports: sidebar Reports (/admin/reports). Attendance reporting has its own Attendance menu with Reports, Summary, and Defaults.
- Support Tickets: sidebar Support Tickets (/admin/support-tickets).
- Inquiries: sidebar Inquiries (/admin/inquiries).
Install and manage add-ons
The store has two tabs, Discover and Installed, with search plus category and pricing filters (Free, One-time, Monthly). Depending on what is published for your platform, the catalog can include:
- Blog - articles and news on your storefront, with categories, scheduling, reader comments, and a moderation queue.
- Calendar Booking System - event ticketing, recurring events, venues, and appointment booking.
- Custom Certificate Templates - a drag-and-drop designer for certificate PDFs.
- Custom Training Packages - bundle, subscription, and seat-pack training offers.
- Events & Ticketing - live and on-demand events with paid registrations.
- SCORM Cloud Dispatch - dispatch SCORM courses to external learning systems.
Some add-ons (for example SMS Notifications or Zoom Integration) are organization-level: they appear in an organization's own add-on store, not in yours.
To install one:
- Open Subscription Plans, then Add-Ons, and find the add-on on the Discover tab.
- Click the card to open its detail page.
- Click Install. Free add-ons activate immediately. Paid add-ons ask you to complete payment first, either a one-time charge or a subscription (choose the billing interval where offered; some include a trial period).
- Once installed, a Settings tab appears on the detail page and the add-on shows on the Installed tab.
If a card shows Included in your plan, your platform plan already covers it and installing adds no charge.
After installing, you can switch an add-on between Enabled and Paused without removing it, or click Uninstall to remove it, which also cancels any active billing for it.
Add-ons also unlock sidebar menus. Events appears with Events & Ticketing, Blog with Blog, Training Packages with Custom Training Packages, and the Templates entry under Certificates with Custom Certificate Templates.
For add-ons that work at both levels, installing at the platform level covers your organizations automatically. An organization can still install its own copy, which overrides your settings for that organization only.
Run reports
The Reports page shows one card per report. Open a card, filter the data, and use the Export CSV button (available on most reports). The reports cover:
| Report | What it shows |
|---|---|
| Course Completion | Enrollment status, progress, and completion dates per learner |
| Organization Completion | Completion rates aggregated per organization |
| Group Completion | Completion breakdown per group within an organization |
| Quiz Scores | Quiz attempts with scores and pass/fail status |
| Certification Progress | Online training, event attendance, and practical sign-off per learner |
| Certificate Log | Issued certificates with valid, expiring, or expired status |
| Time on Task | Time spent per course per learner |
| Seat Utilization | Purchased, assigned, and available seats per organization |
| Revenue | Order transactions with amounts and payment status |
| Event Attendance | Registered, attended, and no-show counts per event |
| SCORM Course Report | Per-user progress in SCORM and xAPI packages |
| User Activity Report | Cross-course activity per learner |
| Tin Can Report | Raw xAPI statement log |
| xAPI Quiz Report | Per-question results from content packages |
| Access Log | Sign-in history for every user |
Which cards you see depends on your plan tier; if your plan includes no reporting, the page points you to an upgrade instead.
The access log
The Access Log report is your sign-in audit trail. Each row shows the user, login time, IP address, location, logout time, and session duration. You can search by name, email, or IP address, narrow by date range, and export the result to CSV.
Handle support tickets
Tickets reach you from two places. Learners submit them from the Support section of their own panel, and organization admins can raise requests directed at your team; those show a source badge of Org Request, and the From Organizations filter isolates them. As the platform team, your list includes tickets from across every organization.
Each ticket has a status (Open, In Progress, Resolved, Closed), a priority (Low to Urgent), and a category (General, Billing, Refund, Technical, Course Content, Account). Submitters can attach up to five files, 10 MB each (images, PDF, Word, or text).
To work a ticket:
- Open Support Tickets and click the ticket.
- Reply to the submitter, or switch the reply form to an internal note that only staff can see.
- Assign the ticket to a staff member; they get an email unless they assigned themselves.
- Update the status, priority, or category as work progresses.
The submitter is emailed when the ticket is created, when you reply, and when the status changes, and they can close their own ticket at any time.
Answer inquiries
The Inquiries inbox collects contact-form submissions from your storefront and from organization storefronts. Each submitter automatically receives an acknowledgement email.
- Open Inquiries and click a message to read it and the sender's details.
- Reply from the inquiry. Your reply is emailed from your site's verified sender address and threads with the acknowledgement in the sender's mailbox, so it reads as one conversation.
- Move the inquiry through New, In Progress, and Resolved, or delete it.
If you have configured Contact Form Recipients, the email alert for new submissions goes to that list instead of your admins; see Email and notifications.
Why did this happen?
Why is there no Events or Blog menu in my sidebar?
Those menus belong to add-ons. Events appears only while Events & Ticketing is installed and enabled; the same applies to Blog, Training Packages, and the Templates entry under Certificates. Check the Installed tab of the add-on store: the add-on may be missing or currently Paused.
Why does an add-on show "Included in your plan" instead of a price?
Your platform plan bundles that add-on. Installing it activates the feature without any extra charge, so no payment step appears.
What happens to billing when I uninstall a paid add-on?
Uninstalling cancels the add-on's active payment or subscription along with the removal, so you are not billed for something you no longer use. Its menus and features disappear immediately. If a charge still appears afterwards, contact support.
Why can't I see all the reports described here?
Report cards are filtered by the capabilities of your plan tier: outcome, progress, and financial reports are separate groups, and your plan may include only some of them. Cards you are not entitled to are hidden rather than shown as locked.
Why do refund requests arrive as support tickets?
There is no self-serve refund button on the platform. A customer who wants money back submits a ticket in the dedicated Refund category, so your staff can spot it on sight, filter for it, and process it deliberately.
Why does a ticket show "Org Request" as its source?
It was raised by an organization admin and directed at your team for processing, unlike learner tickets, which an organization normally handles itself. Note that the learner source label follows your role display names, so it may read "Student" on your site.
Related
- Email and notifications
- Plans, tiers, and billing
- Events and scheduling
- Notifications and support (for organization admins)
If something here does not match what you see on your site, send us the details through support and we will take a look.