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Cases (formerly Learning support) lets staff raise a case when a student needs extra help. Support coordinators then triage, track, and close each case. A case can link the support notes and behaviour incidents it’s about.
Cases is a feature your organization must turn on. Staff with the Education roles Support coordinator or Academic admin, and school leadership, see the full queue for the classes they can reach. Everyone else sees only cases they raised or that were shared with them.
Cases aren’t for safeguarding. If you’re worried about a student’s immediate safety or suspect abuse, speak to the principal directly the same day. The form shows this reminder.

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Raise a case

1

Start a case

In the left rail, click Wellbeing, then Cases, and click New case. You can also choose New Case from the More actions menu on a student’s profile, or click Raise a case on a support note or behaviour incident.
2

Choose the student and category

Pick one Student. Raise a separate case for each student. Then choose a Category: Academic, Behavior, Social-Emotional, Attendance, Speech & Language, Possible Learning Need, or Other.
3

Describe the concern

Fill in What’s the concern? (required). Optionally add What have you tried? and up to three Photos. Your school can reword these questions, or make What have you tried? required or hide it. See Wellbeing settings.
4

Link records

Under Linked records, optionally link the student’s support notes or behaviour incidents.
5

Submit

Click Raise case.

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Case statuses

Click a count in the status row to filter the list. Click Filter to filter by Status, Category, or, for coordinators, Assigned to (Me or Unassigned).

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Manage cases as a coordinator

  • Claim — take ownership of an unassigned case. A New case moves to In progress.
  • Change Status — move the case to a new status. To close it, choose Close case…, pick a Close reason (Resolved, No action needed, or Referred externally), and add an optional note for the person who raised it.
  • Share — invite other staff to see the case and entries shared with the person who raised it.
  • Export summary (CSV) — download totals by status and category, without student details.
  • Delete — only Owner, Admin, and Super Admin can delete a case, including its timeline and photos.

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Linked records

The Linked records card lists the support notes and behaviour incidents linked to the case. Coordinators and the person who raised the case can click Link to add one, or Unlink to remove it. Records you can’t see are counted but not shown. Linked notes and incidents show a Case chip with the case’s status. On a note or incident, use Add to existing case… to link it to one of the student’s open cases.

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Timeline updates

The Timeline records every update, status change, and linked record. Anyone who can see the case can click Add note to add a note for the support team. Coordinators click Add update to add a Note, Meeting, Observation, or Parent contact. New updates are visible to everyone who can see the case. Updates added earlier with a narrower visibility keep it. For Parent contact, record the Channel (WhatsApp, Phone, Email, In person, Other), the Guardian, the Purpose, and an optional outcome.
If an open case has no activity for five school days, Relyant reminds the assignee, or all support coordinators when it’s unassigned. Emails show only the student’s initials.