Student guidance

AskQM is our new way of managing student enquiries to make submitting and getting answers to your enquiries speedier and easier to access. Including both physical and digital touch points, getting an answer to your enquiries has never been easier.

So how does the AskQM enquiry system work?

To help you learn more about AskQM, we have produced some guidance documents along with tutorial videos with tips and tricks on how to find knowledge articles, how to submit and track your enquiry and how to view your tasks.

1. How to categorise your enquiry

Knowledge based articles are organised by topic to help you find the answer to your question fast. Once you have logged in to AskQM and open an enquiry, you are asked to choose a category to help direct which team/service your enquiry is received by.

As you start typing a title, the system will suggest the most relevant categories based on what you have written. You can choose from the suggested options, browse a list of popular categories, or start typing to search for more. 

We understand that its not always easy to decide how to categorise your enquiry, so we have provided a full list of categories to guide you.

Please try and select the most appropriate category as this helps ensure your enquiry is directed to the right team for faster response.  However, don't worry if you're not sure and just choose what you think is most suitable. Staff using AskQM can review, recategorise and pass your enquiry to another team if needed but please be aware that this may cause a slight delay in resolution.

2. How to self-serve 24/7

AskQM allows you to find the answers and resolutions to your queries around the clock, with a library of over 600 knowledge articles with tailored guidance and information as well as access to the AskQM enquiry system, you have the answers you need at your finger tips.

Step-by-step guidance document: AskQM - How to self-serve 24/7 [PDF 1,031KB]

3. Submit and track your enquiry

Using the AskQM enquiry system, you may receive a response from the Frontline Team or a specialist Team from within Queen Mary to get your query resolved efficiently. Please see the list of departments using AskQM for guidance.

The video below details how you can submit your enquiry to us, how to track it's progress in our system and how you'll know your enquiry has been resolved.

Step-by-step guidance document: AskQM - Submit and track your enquiry [PDF 650KB]

4. Close your enquiry

There may be times where you think your enquiry no longer requires a response. Perhaps you have now found the answer to your question, or you accidentally submitted two enquiries about the same subject. The guidance below details how you can close your enquiry.

Step-by-step guidance document: AskQM - Close your enquiry [PDF 827KB]

5. Viewing your tasks

Our digital platform has a variety of functions including tasks. If your enquiry involves something you need to complete for us or we require more information from you, we may use the 'task' function to request this from you.

Step-by-step guidance document: AskQM - Viewing your tasks [PDF 4,970KB]