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Office Hours Overview

Pawtograder’s office hours are a live help queue. Students file help requests, staff go on duty by starting work on a queue, and a staff member claims each request and answers it in chat, on a video call, or in person until it is resolved. Everything described here lives under Manage → Office Hours, which instructors and graders can open and students cannot. The student-facing side is documented in Office Hours for Students.

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The office hours header

Three items sit at the top of every staff office hours page:
  • Working is the landing page. Before you go on duty it lists the course’s active queues; once you are on duty it lists the requests you are responsible for. A green badge beside it names the queue you are working, or counts them when you are working more than one.
  • All Requests browses one queue at a time, resolved requests included.
  • Settings is a menu rather than a page. Its entries are the configuration and reporting surfaces listed below.
A Search requests… box sits at the right of the header, next to a red Stop Working (n) button that appears only while you are on duty. On a request page, a breadcrumb shows the queue name followed by the request number, and the queue name links back to that queue in All Requests.
Graders see seven of the eight entries. Feedback is instructor-only, and its underlying data is readable only by instructors and by the student who submitted it, so a grader has no route to it. Deleting a moderation action or a work session is also restricted to instructors.

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Finding requests

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All Requests

Pick a queue from the list on the left, which shows every queue in the course including inactive ones, with its open count. The pane on the right splits that queue into Open Requests and Resolved Requests with counts, and offers a search box matching request text and student names, a status filter, and an Oldest First and Newest First toggle. Open requests are always ordered oldest first, whatever the toggle says; the toggle reorders the resolved list only. Nothing you or a student does moves a request up the open list. The header search box shows a handful of matches as you type. Pressing Enter opens the full Search Help Requests page, which matches request text, student names, queue names, and request IDs, and adds status chips with counts and a queue filter. Results put in-progress requests first, then open, then resolved and closed, each group newest first. The query, status, and queue are all in the URL, so a search is worth bookmarking or pasting to a colleague.

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Where to go next

Running Office Hours

Go on duty, read the queue cards and the schedule, and understand the warning banners.

Help Requests

Claim, help, and resolve one request, with video, code references, and notifications.

Queue Configuration

Create queues, choose what each field really does, and write request templates.

Staffing and Time Tracking

The shift audit trail and the per-TA time dashboard, with its CSV export.

Moderation and Karma

Warnings and bans, private karma notes, and the per-student activity summary.

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See also